Helpdesk Operative

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 escalation 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

• £32,000 annual salary.
• Temp-to-perm opportunity following an initial six-month temporary period.
• Four on / Four off shift pattern.
• Initial training followed by hybrid working

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