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
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Act as the first point of contact for incoming calls, emails and service requests.
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Log, review and update engineering requests using the CAFM system.
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Allocate jobs to engineers and contractors according to skills, location and urgency.
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Prioritise emergency faults and escalate issues to the appropriate stakeholders.
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Track outstanding jobs and keep customers informed of progress.
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Monitor service response times against agreed service level agreements and performance targets.
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Check job reports, maintain accurate records and manage fault closures.
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Support parts enquiries and ordering, and identify duplicate requests.
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Handle complaints professionally and follow company procedures.
Skills and Experience
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Strong organisational skills and attention to detail.
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Confident telephone manner and clear written communication.
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Ability to manage competing priorities and work under pressure.
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Competence using Microsoft 365, including Outlook, Excel, Word and Teams.
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A practical approach to problem solving and delivering good customer service.
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Ability to build effective relationships with customers, engineers and colleagues.
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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
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£32,000 annual salary.
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Temp-to-perm opportunity following an initial six-month temporary period.
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Four on / Four off shift pattern.
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Initial training followed by hybrid working