Helpdesk Operator

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