Job Details

Helpdesk Operator

We are looking for an organised and customer-focused Helpdesk Operator to support facilities management services within a hospital environment. You will manage incoming service requests, coordinate engineers and subcontractors, and ensure jobs are completed efficiently and within agreed service levels.

Key Responsibilities

• Log reactive maintenance requests received by email and telephone.
• Prioritise urgent jobs and allocate work to engineers and subcontractors.
• Arrange subcontractor visits and ensure all required paperwork is completed.
• Monitor outstanding jobs and follow up to ensure deadlines and service levels are met.
• Use CAFM systems to track work orders, run reports and monitor performance.
• Identify potential delays and take action to prevent service-level breaches.
• Escalate concerns to management where necessary.
• Monitor workloads and resolve scheduling or labour allocation issues.
• Ensure compliance with company procedures and service-level agreements.
• Help maintain high standards of customer service and reduce complaints.

Essential Skills and Experience

• Previous experience in a helpdesk or call-centre environment.
• Experience using a CAFM system to manage and monitor workloads.
• Good working knowledge of Microsoft Office.
• Strong communication and customer service skills.
• Excellent organisational and analytical skills.
• Ability to prioritise tasks, meet deadlines and follow procedures.
• Confidence communicating with customers, management and suppliers.
• Ability to work independently, use initiative and manage competing priorities.