Helpdesk Operator
Contract: Healthcare
Location: London, SE18 4QH
Hours of work: 16
Working Pattern: Wednesday and Thursday 22:00 - 06:00
Contract Type: Permanent
Hourly Rate: £13.49
We are looking for a professional and organised Helpdesk Operator to join our team supporting Lewisham and Greenwich NHS Trust.
Based across a contract spanning approximately 1,000 bed spaces, two acute hospitals and six community sites, you will play a key role in ensuring Estates and Facilities requests are logged, prioritised, and communicated effectively.
As the first point of contact for Estates-related enquiries, you will coordinate service requests, monitor CAFM systems to ensure Service Level Agreements (SLAs) are achieved, and support the smooth delivery of a range of non-clinical services including Cleaning, Catering, Portering, Waste, Linen, Switchboard, and Pest Control.
This is a varied role requiring excellent communication, organisation, and the ability to remain calm in a busy operational environment.
The Role
- Answer incoming calls and direct enquiries to the appropriate departments across Lewisham and Greenwich NHS Trust.
- Log, prioritise, and monitor Estates tasks using the CAFM system, ensuring SLAs are achieved.
- Communicate with the Trust's Single Point of Contact, ISS management, and operational teams to coordinate and prioritise work.
- Respond to emergency calls and monitor alarms, including BOC, lift, and disabled toilet alarms, escalating where required.
- Act as the keyholder for designated keys and liaise with external service providers, including BOC and Waste contractors.
- Support coordination activities, out-of-hours service preparation, and provide general administrative assistance as required.
- Maintain confidentiality and comply with Trust, Company, and Data Protection policies at all times.
- Ensure the helpdesk office is maintained in a clean, tidy, and professional condition.
About You
- Strong communication and customer service skills.
- Good IT skills, with the ability to learn and use CAFM and other management systems.
- Excellent organisational skills with the ability to prioritise a busy workload.
- Ability to remain calm and make informed decisions under pressure.
- High level of accuracy, attention to detail, and professionalism.
- Ability to work independently and collaboratively as part of a team.
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 go here - https://www.uk.issworld.com/
Work Location: In person
