Service Desk Analyst à Canada

Facilities Helpdesk Operator

International Law Firm is seeking a Facilities Helpdesk Operator to join their growing London office to provide high-quality customer service as the central point of contact for all building-related issues.

• Monday to Friday (10am – 6pm)
• Salary up to £38,000
• Generous employee benefits

The role involves managing the inbox, maintaining the CAFM system and its supporting elements. It is a key interface with internal teams like Office Services and Reception, and external service providers. The ideal candidate will be a good communicator at all levels, experienced in a corporate environment, and familiar with Facilities Management.

Facilities Helpdesk Operator duties will include:

• Manage and monitor the day-to-day operation of the Helpdesk function efficiently.
• Manage preventative maintenance (PPM) scheduling and reactive service calls.
• Update clients on the status of their requests and inform them of any issues.
• Ensure all certification and supporting documentation are stored and managed within the CAFM system.
• Produce reports, collate statistics, and perform adhoc analysis as needed.
• Handle Helpdesk administration and support training requirements.
• Record events and requirements for smooth service delivery.
• Manage, upload, and amend asset information in the CAFM system.
• Support the Helpdesk Supervisor in managing the CAFM and Helpdesk functions.

Desired experience:

• Minimum A-level qualification.
• Over 5 years of Facilities Management experience, preferably within a Law Firm.
• Knowledge of Facilities Systems, such as CAFM, MRI Concept Evolution, or MRI Go.