Helpdesk

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Job Overview

We are currently recruiting a Facilities Helpdesk Administrator to join a busy Facilities Services team. This role is central to the effective day-to-day operation of the helpdesk, acting as the first point of contact for building users and clients, and ensuring facilities requests, incidents, and maintenance issues are logged, prioritised, and managed efficiently.
The successful candidate will deliver a professional, customer-focused service while supporting compliance, health & safety, and risk management processes within a fast-paced facilities environment.

Key Responsibilities

• Act as the first point of contact for facilities-related requests via phone, email, and system portals
• Log, prioritise, and allocate jobs accurately using the CAFM/helpdesk system
• Monitor job progress, follow up with engineers and contractors, and ensure SLA compliance
• Communicate proactively with clients and building users, providing regular updates and managing expectations
• Identify, assess, and escalate risks or urgent issues appropriately
• Support health & safety processes, including incident reporting and general workplace H&S awareness
• Maintain accurate records, reports, and documentation
• Work collaboratively with facilities managers, engineers, and external contractors
• Support continuous improvement of helpdesk processes and customer service delivery

Skills & Experience 

• Strong analytical skills, including the ability to interpret written, numeric, graphic, and statistical information, with experience in risk assessment
• Knowledge of risk management within a medium to large organisation
• Excellent verbal and written communication skills, with a proactive approach to customer engagement
• Strong problem-solving skills with a high level of attention to detail
• Good understanding of general health & safety requirements in the workplace
• Ability to work effectively both independently and as part of a team
• Proven ability to work under pressure, use initiative, and meet deadlines
• Strong relationship-building skills to support client confidence and departmental objectives
• Proficiency in Microsoft Office applications and experience using CAFM systems 

Why Join Us?

• Opportunity to work within a professional Facilities Services environment
• Supportive team culture with ongoing training and development
• Exposure to a wide range of facilities operations and clients

Naomi Conn

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