Helpdesk Operator

Iss; Royal Borough of Greenwich; On-site; GBP 15,000 - 22,000; Part time

Job summary

ISS is hiring a Helpdesk Operator for Lewisham and Greenwich NHS Trust in London. The role supports Estates and Facilities delivery, handling task logs, prioritisation in CAFM, and SLA monitoring. Hours are 20 per week, with two evening shifts from 2pm to 6pm and 6pm to 10pm.

You will handle alarms, keyholding, liaise with external providers, and provide admin support to ensure smooth helpdesk operations while maintaining confidentiality and data protection.

Qualifications

• Experience in a helpdesk, customer service or admin role.
• Good IT skills including CAFM or MS Office.
• Strong communication and customer service.
• Ability to prioritise tasks in a fast-paced environment.
• Professional, calm and approachable manner.
• Good attention to detail and organisation.
• Ability to work independently and as part of a team.
• Flexible and proactive approach to supporting operations.

Responsibilities

• Answer calls and direct callers to the appropriate departments.
• Log and prioritise Estates and Facilities tasks in the CAFM system.
• Monitor CAFM to meet SLAs.
• Coordinate with Trust and ISS teams.
• Respond to alarms and emergencies.
• Act as keyholder and manage access.
• Liaise with external service providers.
• Provide admin and operational support for Helpdesk services.
• Maintain records and ensure confidentiality and data protection.

Skills

Helpdesk experience

Customer service

IT skills

Microsoft Office

Communication

Prioritisation

Attention to detail

Independent work

Teamwork

Flexible/proactive

Tools

CAFM systems

Microsoft Office

Job description

Helpdesk Operator

Contract: Healthcare

Location: London, SE18 4QH

Hours of work: 20

Working Pattern: 2 vacancies available:

• - 2pm to 6pm
• - 6pm to 10pm

Contract Type: Permanent

Hourly Rate: £13.49

We are seeking a Helpdesk Operator to join our team at Lewisham and Greenwich NHS Trust.

As a Helpdesk Operator, you will play a key role in supporting the effective delivery of Estates and Facilities services. Your responsibilities will include logging and prioritising Estates tasks, monitoring CAFM systems to ensure Service Level Agreements (SLAs) are met, and communicating with Trust and ISS teams.

You will also respond to alarms, emergency calls and operational enquiries. The role includes keyholding duties, liaising with external service providers and supporting operational coordination functions.

The Role

• Answer calls and direct callers to the appropriate departments across Lewisham and Greenwich NHS Trust.
• Log and prioritise Estates and Facilities tasks through the CAFM system.
• Monitor the CAFM system to ensure Service Level Agreements (SLAs) are achieved.
• Communicate regularly with the Trust's Single Point of Contact and ISS operational teams to coordinate and prioritise work.
• Respond to alarms, emergency calls and operational enquiries, escalating issues where required.
• Act as a keyholder and maintain control of keys and access arrangements.
• Liaise with external service providers, including BOC and Waste Management teams.
• Provide administrative and operational support to ensure the smooth running of Helpdesk services.
• Maintain accurate records and ensure compliance with Trust and company policies, including confidentiality and data protection requirements.

About You

• Previous experience in a helpdesk, customer service, administration, facilities or operational support environment.
• Good IT skills, including experience using CAFM systems, Microsoft Office or similar software.
• Strong communication and customer service skills.
• The ability to prioritise tasks and work effectively in a fast-paced environment.
• A professional, calm and approachable manner.
• Good attention to detail and organisational skills.
• The ability to work independently and as part of a team.
• A flexible and proactive approach to supporting operational requirements.

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. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou,

#facilitiesmanagement

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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

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.