Helpdesk Operative

EC4, Old Bailey, Greater London

£32000/annum

Night Shift Helpdesk Operative – Facilities Management

Location: Central London, EC4R – near Bank
Salary: £32,000 per annum
Contract: Temp to Perm – initial 6-month temporary period
Shift Pattern: Four on / Four off, 19:00–07:00
Working Arrangement: Hybrid following initial training – two shifts working from home and two office-based per rotation

You will receive and coordinate reactive engineering requests, allocate work to engineers and contractors, and monitor jobs through to completion. This opportunity would suit an organised, customer-focused individual who can prioritise urgent requests and communicate clearly in a busy environment.

The position is primarily night-based. Day shifts may be introduced at a later date, with any proposed changes discussed beforehand.

Key Responsibilities

Act as the first point of contact for incoming calls, emails and service requests.
Log, review and update engineering requests using the CAFM system.
Allocate jobs to engineers and contractors according to skills, location and urgency.
Prioritise emergency faults and escalate issues to the appropriate stakeholders.
Track outstanding jobs and keep customers informed of progress.
Monitor service response times against agreed service level agreements and performance targets.
Check job reports, maintain accurate records and manage fault closures.
Support parts enquiries and ordering, and identify duplicate requests.
Handle complaints professionally and follow company procedures.

Skills and Experience

Strong organisational skills and attention to detail.
Confident telephone manner and clear written communication.
Ability to manage competing priorities and work under pressure.
Competence using Microsoft 365, including Outlook, Excel, Word and Teams.
A practical approach to problem solving and delivering good customer service.
Ability to build effective relationships with customers, engineers and colleagues.
Previous experience within facilities management, an engineering helpdesk or a service coordination role would be advantageous. Experience using CAFM or asset management systems and working night shifts is also desirable.

What’s on Offer