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JOB TITLE Helpdesk Operative (start asap)
WORKING HOURS & PAY
- Hours: 40 hours per week, Monday–Sunday. Shifts are 8 hours per day with a 30-minute unpaid break.
- Pay: £12.60 per hour.
PURPOSE OF THE ROLE
To support the delivery of a comprehensive helpdesk service to ensure the smooth running of Trust Operations. This is a key role in handling and interpreting customer calls, categorising issues, and coordinating engineer workloads under the PFI Contract.
You will act as the first point of contact for customers, requiring a calm, concise, and polite manner. Jobs must be categorised accurately to meet contractual timescales, support engineers effectively, and maintain service compliance.
The role also includes scheduling, liaising with subcontractors, reporting, and providing administrative support to the operational team.
KEY RESPONSIBILITIES
- Log reactive issues into the CAFM system with accurate detail.
- Categorise and prioritise jobs based on customer information and contractual KPIs.
- Manage jobs from start to finish, escalating risks as required.
- Liaise with subcontractors and coordinate site visits.
- Keep customers updated on progress and job completion.
- Allocate PPMs to engineers and monitor progress.
- Maintain CAFM records, ensuring accuracy and efficiency.
- Produce weekly dashboards and reports.
- Raise purchase orders, support invoicing, and carry out other administrative tasks.
- Provide holiday cover for colleagues as required.
KEY PERFORMANCE INDICATORS
- Work is planned and organised effectively, with timely communication.
- Information is shared and understood clearly.
- Reactive and PPM processes are followed, meeting SLA and contractual obligations.
REQUIRED SKILLS & ATTRIBUTES
- Strong IT skills (Word, Excel, Outlook).
- Excellent telephone manner and customer service attitude.
- Ability to work under pressure and meet deadlines.
- Organised, reliable, and a good team player.
- Flexible, adaptable, and trustworthy.
- Smart, professional, and approachable.
Desirable:
- FM Helpdesk or Call Centre experience.
- Familiarity with CAFM systems.
- Knowledge of general building maintenance (e.g., boilers, cooling systems).
If you are interested please click apply
Yazmin Cole