Job Description – Facilities Management Helpdesk Operative
Hours: Monday - Friday 9am - 5pm
Job Title
Facilities Management Helpdesk Operative
Department
Operations / Helpdesk
Reporting To
Helpdesk Manager / Operations Manager / Business Manger
Job Purpose
The Facilities Management Helpdesk Operative is responsible for providing an efficient and professional helpdesk service to clients, contractors, and internal teams. The role involves logging and coordinating reactive and planned maintenance jobs, ensuring customers are kept informed throughout the lifecycle of each task, and maintaining accurate financial and operational records to support the smooth delivery of FM services.
Key Responsibilities
- Receive maintenance requests via telephone, email, online portals, and customer systems.
- Accurately log all reactive and planned maintenance jobs onto the company helpdesk system.
- Prioritise jobs in accordance with Service Level Agreements (SLAs) and customer requirements.
- Allocate and book work to engineers, subcontractors, or internal teams, ensuring attendance within agreed response times.
- Schedule appointments and coordinate engineer diaries to maximise efficiency.
- Liaise with engineers and subcontractors to monitor job progress and obtain updates.
- Provide regular and proactive updates to customers regarding job status, attendance times, delays, and completion.
- Ensure all customer communication is professional, timely, and accurately recorded.
- Monitor outstanding jobs and actively chase updates to ensure completion within contractual timescales.
- Raise purchase orders where required and ensure all associated documentation is accurately recorded.
- Maintain daily monetary costings for all jobs, ensuring labour, materials, subcontractor costs, and quotations are entered accurately into the helpdesk system.
- Monitor job profitability and escalate any cost concerns or overspends to management.
- Ensure all completed works are correctly closed down with supporting documentation, engineer worksheets, photographs, and customer sign-off where applicable.
- Produce daily, weekly, and monthly reports on job performance, outstanding works, and financial information as requested.
- Maintain accurate records and ensure all data entered into the system is complete and up to date.
- Build and maintain positive relationships with customers, suppliers, engineers, and colleagues.
- Support continuous improvement by identifying opportunities to improve helpdesk processes and customer service.
- Ensure compliance with company procedures, health and safety requirements, and client-specific processes.
Skills & Experience
Essential
- Previous experience within a Facilities Management, Property Maintenance, or Helpdesk environment.
- Excellent customer service and communication skills.
- Strong organisational and time management abilities.
- Ability to manage multiple tasks in a fast-paced environment.
- Good IT skills, including Microsoft Office.
- Experience using helpdesk or CAFM systems.
- High level of accuracy and attention to detail.
- Ability to work independently and as part of a team.
Desirable
- Knowledge of FM contracts and Service Level Agreements (SLAs).
- Experience with Joblogic, or similar CAFM/helpdesk systems.
- Understanding of reactive, planned preventative maintenance (PPM), and compliance works.
- Experience monitoring job costs, purchase orders, and financial reporting.
Personal Attributes
- Professional and courteous.
- Calm under pressure.
- Proactive and solution-focused.
- Strong attention to detail.
- Reliable and dependable.
- Positive attitude with a willingness to learn.
- Excellent problem-solving skills.
- Ability to build strong working relationships with customers and colleagues.
Key Performance Indicators (KPIs)
- Jobs logged accurately and within agreed timescales.
- Customer updates completed promptly throughout the job lifecycle.
- SLA compliance achieved.
- Daily job costings maintained accurately.
- High levels of customer satisfaction.
- Low number of overdue or outstanding jobs.
- Accurate completion and closure of all work orders.
- Effective coordination of engineers and subcontractors.
Pay: £13.00 per hour
Benefits:
- Employee discount
- Free parking
- On-site parking
Work Location: In person
