Helpdesk Operator

ISS Facilities Services; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading facilities management company is looking for a Helpdesk Operator to join their team at a healthcare facility in London. This role involves managing and coordinating service requests, ensuring smooth operations within the helpdesk. The ideal candidate will have prior helpdesk experience and strong customer service skills, prioritizing tasks effectively in a fast-paced environment. This is a permanent position offering a chance to work within a diverse and inclusive company that values people.

Qualifications

• Previous experience in a helpdesk or facilities maintenance environment.
• Strong customer service skills with a professional and calm telephone manner.
• Confident managing multiple service requests in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for facilities-related service requests.
• Log and manage reactive and planned maintenance requests.
• Coordinate with internal and external teams to resolve issues.

Skills

Customer service skills

Data entry accuracy

Helpdesk experience

Task management

Understanding of CAFM systems

Tools

Concept CAFM system

Job description

Helpdesk Operator

Contract: Healthcare

Location: London, N19 5NX (St Pancras Hospital)

Hours of work: 40 - Monday - Friday, 10am - 6pm

Contract Type: Permanent

We are recruiting a Helpdesk Operator to join our facilities helpdesk team at St Pancras Hospital.

Job Description

This is a facilities-focused helpdesk role, acting as the first point of contact for all FM-related service requests.

The position is centred on logging, coordinating, and monitoring planned and reactive maintenance activities, ensuring service requests are handled efficiently, accurately, and in line with agreed SLAs.

You will play a key role in keeping facilities services running smoothly across the hospital by coordinating internal teams and external service providers.

Key Responsibilities

• Act as the primary point of contact for facilities-related service requests via phone, email, and online portals
• Log, prioritise, and manage reactive and planned maintenance requests in line with SLAs and KPIs
• Coordinate with internal engineering teams and third-party service providers to ensure timely resolution of issues
• Monitor job progress and provide regular updates to stakeholders and clients
• Accurately maintain helpdesk records, work orders, and service request data within the CAFM system
• Escalate issues appropriately where response or resolution targets are at risk

Professional and Personal Competencies/Qualifications

• Previous experience in a helpdesk, or facilities maintenance environment
• Strong customer service skills with a professional and calm telephone manner
• Experience using Concept or a similar CAFM systems
• Confident managing multiple service requests in a fast-paced environment
• High level of accuracy and attention to detail in data entry and record keeping
• Comfortable working in a live, safety-critical healthcare setting

If you have experience in facilities helpdesk operations and want a stable, site-based role within a healthcare environment, we’d like to hear from you.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]