Scheduler/ Helpdesk team member

ISS Facility Services; Stoke-on-Trent; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading service provider is seeking a Scheduling/System Administrator to join their Helpdesk team on a fixed-term contract until March 2026. The role involves managing schedules, data, and operations in a fast-paced environment, requiring strong organizational and administrative skills. Key responsibilities include scheduling shifts, troubleshooting errors, and ensuring smooth communication between teams.

Qualifications

• Strong organisational and administrative skills.
• Experience with workforce management scheduling.
• Experience implementing and managing rosters.
• Familiarity with data protection, disaster recovery, and failover procedures.

Responsibilities

• Manage data, configuration, and operation of the WFM system.
• Ensure accurate pre-planning and scheduling of shifts.
• Troubleshoot scheduling and pay errors.
• Lead scheduling efforts and manage officer support.
• Maintain communication between Helpdesk and operational management.

Skills

Organisational skills

Administrative skills

Workforce management scheduling

Troubleshooting skills

Attention to detail

Effective communication

Tools

Microsoft systems

Job description

Overview

ISSScheduler/ Helpdesk team member

Location: Stoke on Trent

Hours of work: 45

Contract Type: Fixed Term Contract

This role is INTERNAL ONLY and at present we are not accepting external applications. If you are external and apply, your application will not be considered at this time.

At ISS, we are looking for a Scheduling/System Administrator to join our on-account Helpdesk team. This role is offered on a fixed-term contract through to March 2026. In this role, you will be responsible for managing system data and supporting both customer-facing and operational teams. You will schedule planned and ad-hoc rosters, ensure trained officers are deployed, and manage any shortfalls or understaffing. In addition, you will support the vetting administration team with processing new and existing staff as required. This is a fantastic opportunity for someone with strong organisational and administrative skills who thrives in a fast-paced environment and enjoys ensuring smooth day-to-day operations.

Key Responsibilities

• Own the data, configuration, and reliable operation of the WFM system
• Ensure 100% of shifts are pre-planned, rostered, and updated accurately
• Troubleshoot scheduling and pay errors at Level 1, documenting resolutions and assessing impacts
• Perform regular schedule checks and implement updates to support data protection, disaster recovery, and failover procedures
• Lead scheduling and officer support efforts, ensuring accurate officer data and minimal disruption to schedules
• Manage capacity planning, scheduling accuracy, and database integrity while meeting ad-hoc requirements
• Act as liaison between Helpdesk, operational management, and clients to support smooth communication and service delivery
• Strong system administration and workforce management scheduling knowledge
• Proven experience in implementing and managing rosters
• Sound understanding of BS7858 and BS7499 standards
• Ability to troubleshoot scheduling issues and resolve errors efficiently
• Knowledge of Microsoft systems or other relevant network fields (desirable)
• Strong attention to detail with proven accuracy in data and reporting
• Effective communicator with experience liaising between operations, helpdesk, and clients

Qualifications

• Strong organisational and administrative skills
• Experience with workforce management scheduling
• Experience implementing and managing rosters
• Familiarity with data protection, disaster recovery, and failover procedures