Helpdesk Operator

Sodexo; Swindon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Sodexo rewards and benefits

Job summary

Sodexo is seeking a Helpdesk Customer Service Agent in Swindon to provide prompt, professional service to customers and suppliers. You will handle initial inquiries via phone or email, accurately log service requests in CAFM, and escalate issues proactively.

Role requires logging calls with details, monitoring the Building Management System during out-of-hours, and working shifts including nights and weekends.

Qualifications

• Proven customer service and helpdesk experience.
• Ability to log and track service requests accurately.
• Strong Microsoft Office skills including Excel, Outlook and Teams.

Responsibilities

• Respond to phone, email and system queries per SLAs.
• Log caller details, problem severity and actions in CAFM system.
• Monitor BMS during out-of-hours and escalate faults.
• Prioritise and escalate service requests as needed.
• Support delivery teams and ensure contractual obligations are met.
• Collaborate with team members professionally.
• Adhere to processes and information security standards.
• Suggest process improvements and participate in training.

Skills

Customer service

Helpdesk experience

MS Office

Shift work

Tools

Excel

Outlook

Microsoft Teams

Job description

Delta Business park in Swindon, SN5 7WZ. This exciting role involves working in partnership with a high-profile blue light service organisation to be part of the customer experience property help desk. The Helpdesk Customer Service Agent will provide prompt, professional service to customers and suppliers, handling initial inquiries via phone or email, accurately recording service requests, and escalating issues proactively.

• Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs).
• Accurately log all calls, including caller details, problem severity, and required actions in the CAFM (Computer Aided Facilities Management) system.
• Monitor the Building Management System (BMS) during out-of-hours shifts (evenings, nights, weekends, public holidays) and escalade critical faults appropriately.
• Prioritise and escalade service requests as needed, using logic and sound judgement to determine urgency.
• Support contract and service delivery teams by helping minimise service level impacts and fulfilling contractual obligations.
• Collaborate closely with team members in a respectful and solution-oriented manner.
• Work in accordance with processes, procedures, and strict information security standards.
• Contribute to a continuous improvement culture by identifying and suggesting areas for development.
• Actively participate in training, coaching, and your professional community of practice within PPS (Professional Property Services).
  Excellent customer service skills with a calm, professional, and reassuring telephone manner.
• Proven experience in a customer service helpdesk, or customer service office environment.
• Ability to quickly learn and adapt to new systems, processes, and technologies.
• Strong attention to detail and accuracy in logging and tracking service requests.
• Ability to work under pressure and adapt to fast-moving, high-demand situations.
• Proven ability to develop and maintain productive working relationships with key customers and suppliers.
• Strong understanding and confident use of Microsoft Office tools, particularly Excel, Outlook, and Microsoft Teams.
• Willingness to work shifts, including nights, weekends, and public holidays.
• A mindset aligned with the client's core values: professionalism, integrity, courage, and compassion.
  40 hours per week( 32 hours per week post training)
• The role will be initially 40 hours per week Monday to Friday and will then revert to a 4 on/4 off rotational shift pattern working a variation of shifts covering 24/7 every day of the year. The shifts will be discussed at interview stage however will consist of earlies, lates and nights.
• You will be required to complete MET Police clearances
• Must have 3 years UK residency
• Flexibility is needed this role ( possible rotational shift or fixed hours depending on business needs)
• £27797.64 per annum (bonus £1000 on segment targets)
• Sodexo rewards and benefits

Job Introduction Sodexo believes that government agencies should foster an environment of respect, operating with efficiency and effectiveness to promote productivity. We prioritize employee well-being and play a vital role in fostering stronger communities., Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal, and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you & family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering day