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 escalate 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