Helpdesk Operator - Fire & Security

EMCOR UK; Eastleigh; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 Days holidays

Holiday Buy Scheme

Maternity & Paternity Policies

Refer a Friend scheme

Learning & Development opportunities

Bike To Work Scheme

Health & wellbeing benefits

Job summary

EMCOR UK in Eastleigh, Hampshire, is hiring a Helpdesk Operative to join the Fire and Security team. You will coordinate service requests, support engineers, and help maintain high standards of customer service.

The role offers a 08:00-17:00 schedule, Monday to Friday, and a 12-month fixed-term contract with salary around £28,000 plus benefits. Ideal candidates will be organised with strong IT skills and experience with CAFM systems.

Qualifications

• Experience in Help Desk or service coordination is preferred.
• Strong IT skills and typing accuracy.
• Ability to work to deadlines and maintain customer focus.

Responsibilities

• Receive and action service requests via phone and email following Help Desk procedures.
• Monitor responses from Fire and Security Engineers and ensure customer satisfaction.
• Administer Planned Maintenance system including dockets and meeting arrangements.
• Record engineer actions and ensure follow-up work is logged and completed.
• Engage approved subcontractors and issue/track purchase orders.
• Order equipment and services for van stock and site operations.
• Support overall Help Desk operations and KPI/SLA reporting.
• Coordinate out-of-hours requests and relay messages promptly.
• Liaise with authorities and customers regarding monitored systems.

Skills

MS Office

Customer service

Organised

Tools

CAFM System

Job description

Working hours: 08:00 - 17:00 Mon-Fri

Contract Type: Full Time - Fixed Term Contract (12 Months)

About EMCOR UK

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, \"One Data World,\" we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Role Overview

Location: Eastleigh, Hampshire

Salary: £28,000 + EMCOR Benefits

Working hours: 08:00 - 17:00 Mon-Fri

Contract Type: Full Time - Fixed Term Contract (12 Months)

About EMCOR UK

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, \"One Data World,\" we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Job Purpose

Helpdesk Operative required to work in the Fire and Security department responsible for the coordination and administration of one of the teams of engineers.

About The Role

What you'll do

• To receive and action direct telephone and email requests for service in accordance with the Help Desk procedures, answering calls and written instructions in a professional and personable manner
• To monitor and record the response of F&S Engineers to Help Desk requests and to ensure customer satisfaction with the service
• To control the administration of Planned Maintenance system, in accordance with F&S standard procedures including the issuing and tracking of Planned Maintenance dockets and managing customer meeting arrangements.
• To monitor and record the response of F&S Engineers to Planned Maintenance dockets and to ensure follow up works are logged, actioned and completed
• Engage approved sub-contractors and suppliers for outsourced services in accordance with F&S standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of subcontractor visitors to site.
• Ordering of equipment and services from suppliers including parts required by the engineering teams for van stock and site operations and other purchases as required within the Fire and Security team
• Record engineer actions and information from dockets and paperwork received from engineering teams in own area and in support of other Help Desk Operators and ensure follow up works are logged, actioned and completed.
• To assist with the overall operational output and performance of the Help Desk facility including any other reasonable requests by the F&S Director, F&S Managers or client to suit the changing needs of the business.
• To review reports of activity by the out-of-hours service ensuring requests for service, follow up instructions and messages are relayed and actioned in a timely manner
• To ensure EMCOR F&S meet the contractual KPIs and SLAs and compile and distribute data relating to utilities, maintenance work and operational costs.
• To uphold and promote the good name of EMCOR F&S at all times.
• Liaise with police and fire authorities and customers regarding monitored systems.
• Liaise with the Alarm Receiving Centre, carrying out administrative tasks for the monitoring of fire and security systems, including collating information, ordering and cancelling accounts, processing daily reports and processing callout rotas.

Who You'll Be

• Organised, self-disciplined, motivated and able to work as part of the team
• Good IT skills including MS Word, Excel and Powerpoint
• Good level of interpersonal and customer relationship skills
• Proven experience within a similar role and CAFM System Experience preferable
• Experience of SLA’s and KPI Monitori ng

EMCOR UK Benefits

• 25 Days holidays + Bank holidays
• Holiday Buy Scheme - up to 5 days a year
• Industry leading Maternity & Paternity Policies
• Refer a Friend scheme – worth £500 per referral
• GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
• Extensive Learning & Development opportunities, including opportunities for progression.
• Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
• Bike To Work Scheme
• Paid volunteering and charity days
• Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
• Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.