Job Specification
Position: Helpdesk Operative
Department: Helpdesk
Reporting to: Client Services Manager
Status of post: Full-Time Permanent
Salary: Remuneration Package will be competitive and in line with experience
Location:Portadown
Role
- Acting as the first point of contact for clients, demonstrating professionalism and problem-solving skills in every interaction
- Logging, prioritising, and tracking service requests within CAFM systems to ensure complete visibility and accountability
- Planning and scheduling works for both in-house engineers and subcontractors, optimising resources to achieve maximum efficiency
- Monitoring the delivery of reactive and planned works, ensuring performance aligns with service level agreements (SLAs) and KPIs
- Proactively managing escalations, resolving issues, and ensuring a positive client experience
- Supporting continuous improvement by identifying process efficiencies and sharing best practice across the team
- Delivering high-quality administrative support to the management team, contributing to operational excellence
Essential Skills & Experience
- Advanced IT literacy, including strong MS Excel skills and confident use of CAFM systems
- Proven ability to manage a high-volume workload with accuracy and attention to detail
- Strong customer-facing skills with a professional, and solutions-focused manner
- Experience of working collaboratively in a fast-paced team environment, balancing competing priorities
- Ability to build trust and credibility with stakeholders at all levels
Desirable Skills & Experience
- Experience in a similar role from a Facilities Management (FM) environment, ideally involving the allocating and planning of responsive works
- Previous practice in using CAFM software
The Company Offers
- Ongoing training and development opportunities
- Working alongside experts in their field
- Health cash plan including compensation for dentistry and optical well being
- Enhanced maternity and paternity leave
- Additional holiday increase with length of service
- Team building and activity days
- Monthly employee value-based recognition award monetary gift
- Health, wellbeing and social calendar of events
- Long service awards
- Enhanced marriage leave
- Kingsbridge Membership Club
We are a Responsible Body for AccessNI. A disclosure check will be undertaken; however, a criminal record will not necessarily be a bar to obtaining this role. Our policy on the recruitment of ex-offenders is available on request.
