Help Desk Specialist - #2178644

About the Opportunity

We are seeking a proactive and customer-focused Helpdesk Operator to join a leading Facilities Management team supporting a large and complex estate. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering exceptional customer service.

As the first point of contact for maintenance and service requests, you will manage the full lifecycle of reactive and planned work orders, ensuring requests are logged accurately, assigned appropriately, and progressed in line with agreed service levels. You will play a key role in maintaining smooth day-to-day operations while building strong relationships with both internal and external stakeholders.

Key Responsibilities

• Act as the first point of contact for maintenance requests via phone and email.
• Log and manage work orders through a CAFM system.
• Coordinate engineers and subcontractors to ensure timely attendance and completion of jobs.
• Monitor and manage open work orders, proactively chasing updates where required.
• Prioritise and allocate tasks in line with contractual SLAs and KPIs.
• Raise purchase orders for reactive and planned maintenance activities.
• Support invoicing and contractor administration processes.
• Produce reports and provide operational support to management teams.
• Escalate service issues and customer complaints where necessary.
• Maintain accurate records and ensure data quality at all times.
• Promote excellent customer service and continuous improvement initiatives.

Essential Skills & Experience

• Previous experience within a Helpdesk, Service Desk, Facilities, Maintenance Coordination or Customer Service environment.
• Strong communication skills with a professional telephone manner.
• Experience managing multiple priorities and working to deadlines.
• Good working knowledge of Microsoft Office, including Excel and Outlook.
• Excellent attention to detail and data accuracy.
• Ability to work independently and as part of a team.
• Strong customer-focused approach.

Desirable Experience

• Facilities Management, Property, Engineering, Healthcare or Maintenance sector experience.
• Experience using CAFM systems such as Maximo, Planon or similar.
• Knowledge of purchase order and contractor management processes.
• Experience working in a fast-paced operational environment.