Helpdesk Operator
Contract: Healthcare
Location: London, SE18 4QH
Hours of work: 37.5
Working Pattern: 14:00 - 22:00
Contract Type: Permanent
Hourly Rate: £13.49
We are seeking a Helpdesk Operator to join our team at Lewisham and Greenwich NHS Trust.
The contract spans approximately 1,000 bed spaces across two acute hospitals and six community sites, delivering a range of non-clinical support services to the Trust. These services include Cleaning, Catering, Portering, Waste Management, Helpdesk, Switchboard, Pest Control, and Linen Services.
The Helpdesk Operator plays a key role in supporting Estates and Facilities services, including logging and prioritising tasks, monitoring CAFM systems to ensure SLAs are met, responding to alarms and operational enquiries, and coordinating with Trust, ISS, and external service providers.
The Role
- Answering calls and directing callers to the appropriate departments across Lewisham and Greenwich NHS Trust.
- Logging and prioritising Estates and Facilities tasks through the CAFM system.
- Monitoring the CAFM system to ensure Service Level Agreements (SLAs) are achieved.
- Communicating regularly with the Trust's Single Point of Contact and ISS operational teams to coordinate and prioritise work.
- Responding to alarms, emergency calls, and operational enquiries, escalating issues where required.
- Acting as a keyholder and maintaining control of keys and access arrangements.
- Liaising with external service providers, including BOC and Waste Management teams.
- Providing administrative and operational support to ensure the smooth running of Helpdesk services.
- Maintaining accurate records and ensuring compliance with Trust and company policies, including confidentiality and data protection requirements.
About You
- Previous experience in a helpdesk, customer service, administration, facilities, or operational support environment.
- Good IT skills, including experience using CAFM systems, Microsoft Office, or similar software.
- Strong communication and customer service skills.
- Ability to prioritise tasks and work effectively in a fast-paced environment.
- Professional, calm, and approachable manner.
- Good attention to detail and organisational skills.
- Ability to work independently and as part of a team.
- Flexible and proactive approach to supporting operational requirements.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team.
To find out more about what we do - https://www.uk.issworld.com/
Work Location: In person
