Night-Shift Helpdesk Coordinator, Facilities (Hybrid)

Infinitive Resources; City Of London; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Infinitive Resources in London is seeking a Night Shift Helpdesk Operative to coordinate reactive engineering requests and allocate work to engineers and contractors. The role is mainly night-based, with a four-on/four-off pattern and hybrid working after training.

You will log and review requests in the CAFM system, prioritise urgent faults, track progress, and communicate clearly with customers in a busy environment. Initial training precedes flexible office/home-based scheduling.

Qualifications

• Strong organisational skills and attention to detail.
• Confident telephone manner and clear written communication.
• Ability to manage competing priorities and work under pressure.
• Competence using Microsoft 365, including Outlook, Excel, Word and Teams.
• A practical approach to problem solving and delivering good customer service.
• Ability to build effective relationships with customers, engineers and colleagues.
• Previous experience within facilities management, an engineering helpdesk or a service coordination role would be advantageous. Experience using CAFM or asset management systems and working night shifts is also desirable.

Responsibilities

• Act as the first point of contact for incoming calls, emails and service requests.
• Log, review and update engineering requests using the CAFM system.
• Allocate jobs to engineers and contractors according to skills, location and urgency.
• Prioritise emergency faults and escalation issues to the appropriate stakeholders.
• Track outstanding jobs and keep customers informed of progress.
• Monitor service response times against agreed service level agreements and performance targets.
• Check job reports, maintain accurate records and manage fault closures.
• Support parts enquiries and ordering, and identify duplicate requests.
• Handle complaints professionally and follow company procedures.

Skills

Organisational skills

Telephone manner

Written communication

Prioritisation

Microsoft 365

Problem solving

Customer service

Relationship building

Facilities management experience

CAFM experience

Tools

Microsoft 365 Suite

Job description

Infinitive Resources in London is seeking a Night Shift Helpdesk Operative to coordinate reactive engineering requests and allocate work to engineers and contractors. The role is mainly night-based, with a four-on/four-off pattern and hybrid working after training.

You will log and review requests in the CAFM system, prioritise urgent faults, track progress, and communicate clearly with customers in a busy environment. Initial training precedes flexible office/home-based scheduling.