Night Helpdesk Dispatcher – 4/4 Shift, London

Abm Uk; Greater London; On-site; GBP 42,000 - 52,000; Full time

Job summary

ABM UK in London is seeking a Helpdesk Operative (Nights) to join a team handling reactive engineering requests on contract. You will be the first point of contact for incoming calls, vet requests in the CAFM system, and dispatch work to direct labour and contractors based on skillsets and location.

The role requires exceptional organisational skills, the ability to work under pressure, and strong communication at all levels.

Qualifications

• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling.
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service.
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
• Experience using CAFM or asset management systems.

Responsibilities

• First point of contact for incoming telephone calls.
• Vet service requests received via CAFM system.
• Dispatch work to direct labour and contractors based on skillset and location.
• Prioritise urgent jobs and dispatch engineers to meet demand.
• Escalate complaints or issues as required.
• Analyse job history to avoid duplication.
• Adhere to SLAs/KPIs including call answering times and email response times.
• Manage the fault closure process and ensure compliance.

Skills

Organisational skills

Work under pressure

Strong communication

Excellent telephone manner

Stakeholder management

Target setting

Education

Rounded educational background

Tools

CAFM system

Job description

ABM UK in London is seeking a Helpdesk Operative (Nights) to join a team handling reactive engineering requests on contract. You will be the first point of contact for incoming calls, vet requests in the CAFM system, and dispatch work to direct labour and contractors based on skillsets and location.

The role requires exceptional organisational skills, the ability to work under pressure, and strong communication at all levels.