Night Helpdesk Operator - Urgent Dispatch & Support

ABM; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

ABM is seeking a Helpdesk Operative for night shifts in London. You will act as the first point of contact for calls, vet requests in the CAFM system, and dispatch work to engineers and contractors while ensuring SLA targets are met.

You will manage urgent dispatches, maintain fault closure records, and communicate effectively with stakeholders to drive timely problem resolution and high customer satisfaction.

Qualifications

• Experience in customer service or frontline support roles is desirable.
• Strong communication skills over the phone and in writing.
• Ability to prioritise tasks and manage workload under pressure.

Responsibilities

• First point of contact for incoming calls.
• Vet service requests in CAFM system and dispatch to engineers.
• Ensure SLA/KPIs are met and escalate as needed.
• Dispatch work to direct labour and contractors with correct skills and location.
• Prioritise urgent jobs and plan engineer dispatch accordingly.
• Maintain accurate records of fault closure and updates.
• Demonstrate rapid response to customer issues with a systematic problem-solving approach.

Skills

Customer service

Telephone handling

Stakeholder communication

Time management

Tools

CAFM system

Asset management system

Job description

ABM is seeking a Helpdesk Operative for night shifts in London. You will act as the first point of contact for calls, vet requests in the CAFM system, and dispatch work to engineers and contractors while ensuring SLA targets are met.

You will manage urgent dispatches, maintain fault closure records, and communicate effectively with stakeholders to drive timely problem resolution and high customer satisfaction.