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Helpdesk Operative

Job title: Helpdesk Operative
Contract type: Permanent
Location: Fareham
Industry: Facilities Management Property Management Electrical Engineering Refrigeration and Air Conditioning Engineering Commercial
Salary: £18000 - £22000 per annum
Reference: JO-2011-240442
Contact name: Shannon Lowe
Contact email:

Job description

Title: Helpdesk Operative

Hours: 37.5hrs Monday- Friday

Salary: £18,000- £22,000

Location: Fareham, PO16 8UT

Type: Permanent


  • Logging reactive issues into our CAFM system, ensuring as much detail is captured to assist the estates team to rectify the problems efficiently.  
  • Categorising of reactive jobs in order to prioritise the engineering maintenance teams based on key questioning of customer and allocating correct contractual KPIs 
  • Management of jobs from start to finish  
  • Contact relevant subcontractor and co-ordinate site visits  
  • Escalate any failure SLA risks to supervisors or managers to gain support and ensure contractual KPI's and SLA's are achieved. 
  • Keep customer updated regarding the make safe and rectification of each job 
  • Close-out on the CAFM system or raising follow-on work orders as required. 
  • Allocate of PPMs to engineers to ensure timely completion in accordance with the contract deliverables 
  • Maintain CAFM system, monitor engineering activity and fault reporting, ensure the fault log is dealt with effectively. 
  • Data inputting of remedial actions job close out engineering commentary  
  • Peer reviews and quality checks of other call handler categorisation and call handling 
  • Updating management weekly dashboards  
  • Raise Purchase Orders, invoicing, and other ad hoc administration. 
  • Provide Holiday Cover for colleagues when required. 

  • Good IT skills, including Word, Excel and Outlook.
  • Raising of purchase orders
  • Concept and Joblogic experience desirable
  • Excellent telephone manner, communication skills and a positive ‘can-do’ attitude to customer service.  
  • Able to work under pressure and to deadlines. 
  • Willingness to learn new skills and embrace procedures.  
  • A team player with the ability to work on their own initiative and as part of a larger team.  
  • Good time keeper, organised and reliable. 
  • Flexible, adaptable and trustworthy.   
  • Smart, presentable appearance, personable and approachable.  

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