Helpdesk Operator - Fire & Security Department

EMCOR UK; Eastleigh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A facilities management company in Eastleigh is seeking a Helpdesk Operator for their Fire & Security department. The role includes managing service requests, monitoring engineer responses, and ensuring customer satisfaction. Ideal candidates are organised and have strong IT skills. This position is full-time with competitive salary and comprehensive benefits, including 25 days holiday and a bike-to-work scheme.

Benefits

25 days holiday per year

Holiday Buy Scheme

Industry-leading Maternity & Paternity Policies

Refer a Friend scheme

GEMS – Internal recognition scheme

Extensive Learning & Development opportunities

Access to Flex Benefits

Bike To Work Scheme

Paid volunteering and charity days

Medicash - Health cash plan

Employee Assistance Programme

Qualifications

• Experience preferred within a similar role and working with a CAFM System.
• Good level of interpersonal and customer relationship skills.
• Good IT skills including Excel.

Responsibilities

• Receive and action direct telephone and email requests for service.
• Monitor and record responses of F&S Engineers to Help Desk requests.
• Control administration of the Planned Maintenance system.

Skills

Organised

Self-disciplined

Good IT skills including Excel

Customer relationship skills

Experience with CAFM System

Job description

Helpdesk Operator - Fire & Security Department

Role overview and responsibilities for the Helpdesk Operator within the Fire & Security (F&S) department. Location: Eastleigh SO53 3YE. Salary: Competitive + Company Benefits. Working hours: Monday - Friday 08:00 to 17:00 (40 hours per week). Contract: Full Time Permanent.

What You'll Do

• To receive and action direct telephone and email requests for service in accordance with Help Desk procedures, answering calls and providing 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 the Planned Maintenance system, including issuing and tracking Planned Maintenance dockets and managing customer meeting arrangements.
• To monitor and record the response of F&S Engineers to Planned Maintenance dockets and ensure follow-up works are logged, actioned and completed.
• Engage approved sub-contractors and suppliers for outsourced services in accordance with F&S procedures, including issuing and tracking purchase orders and sub-contract instructions, programmes/site visit documentation, and 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, support of other Help Desk Operators, and ensure follow-up works are logged, actioned and completed.
• Assist with the overall operational output and performance of the Help Desk facility and respond to reasonable requests from F&S Directors, Managers or client to suit changing business needs.
• Review reports of activity by the out-of-hours service to ensure requests for service and messages are relayed and actioned promptly.
• Ensure EMCOR F&S meet contractual KPIs and SLAs and compile and distribute data relating to utilities, maintenance work and operational costs.
• Uphold and promote the good name of EMCOR F&S at all times.
• Liaise with police and fire authorities and customers regarding monitored systems, and liaise with the Alarm Receiving Centre, carrying out administrative tasks for monitoring of fire and security systems.

Who you’ll be

• Organised, self-disciplined, motivated and able to work as part of a team.
• Good IT skills including Excel.
• Good level of interpersonal and customer relationship skills.
• Experience preferred within a similar role and working with a CAFM System.
• Experience of SLAs and KPI Monitoring.

Benefits

• 25 days holiday per year.
• 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 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 (dental, optical, physiotherapy and wellbeing).
• Employee Assistance Programme for guidance on Personal, Health, Legal and Financial queries.

About EMCOR UK: We revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating with customers to understand needs from big picture to day-to-day operations. Our purpose is to “create a better world at work”. We use data-driven intelligence via our One Data World platform to optimise efficiency, manage assets and minimise environmental impact, while upholding safety, compliance and assurance. Our partnering approach helps customers shape a better future.

About the Role
To assist the Fire and Security department in the coordination and administration of one of the teams of engineers. Full training will be provided as part of the role.

Equal Opportunities
EMCOR UK embraces diversity in all forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic. We are committed to equal opportunities for employment and growth through inclusive policies and practices.

Join us in building a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed. Join us in building a better world at work.