FM Helpdesk Operator Vacancy

My client a well-known group of colleges is seeking an experienced CAFM helpdesk operator to join their team at their site in Enfield.

They are seeking someone that can provide first-line helpdesk support to and provide the first point of contact for a variety of estates and facilities management requirements and administration.

The role will involve processing of reactive and planned estates and facilities work orders and assigning them to the relevant on-site estate and facilities team / contractor(s) through an effective triage process in line with agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), PO / order raising, updating of RAMS and total end to end maintenance and estates resolution using the Planon software.

Duties / overview include

Helpdesk Management
Oversee the shared Helpdesk inbox, ensuring all queries and work orders are logged, prioritised, and actioned appropriately. Liaise with customer-facing teams to ensure accurate and up-to-date information is recorded and accessible.

Procurement & Financial Tracking
Raise and track purchase orders, monitor invoices to ensure alignment with services delivered, and resolve discrepancies. Assist with stock level management to ensure timely ordering and issuing of materials.

Documentation & Compliance
Collate and file maintenance reports, quotes, RAMS, insurance documents, and other contractor-related paperwork. Issue and monitor permits to work, including hot works, working at height, and general permits, ensuring compliance with safety regulations.

Performance Monitoring & Reporting
Monitor workload distribution across site-based estates and facilities teams to ensure efficiency and avoid overloading. Run weekly reports to assess team performance and conversion rates, escalating issues where necessary. Produce trend analysis and performance reports to support long-term planning and continuous improvement.

Work Order Oversight
Review and manage work orders on hold, ensuring reasons are documented and relevant parties are informed. Investigate missed deadlines and liaise with contractors and internal teams to identify causes and implement remedial actions.

Stakeholder Engagement
Maintain excellent relationships with site teams, contractors, and building occupants. Ensure effective communication and customer service standards are upheld, providing regular updates and feedback to stakeholders.

Systems Support
Assist the Systems Manager in generating reports and dashboards that reflect current workloads, performance metrics, and operational trends. Support data-driven decision-making through accurate and timely reporting.

The client is seeking candidates that have at least 2 years FM helpdesk experience

Experience in using CAFM systems and Planon software (or similar) essential)

Required to travel to other sites in London when needed (Kings Cross, Tottenham, Westminster) for sick / holiday cover etc

Working Monday - Friday 0800 - 16.00 / 0900 - 17.00 with occasional travel to their other sites in Westminster and Haringey

Paying a respectable salary of 33k + some great benefits