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# Helpdesk Operator

- **Company:** kpm media ltd
- **Location:** Hemel Hempstead, UK
- **Salary:** £20,000.0 - £29,999.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Outlook, Microsoft Office
- **Published:** July 9, 2026
- **Apply:** https://www.jobs.fmj.co.uk/careers/62528/Help-Desk-Supervisor-Facilities-Management-London-East

## About the Role

The ideal candidate will have previous experience in an facilities maintenance Helpdesk environment, so if you're an Administrator looking for a change or a Helpdesk Operator looking for new start this is an excellent opportunity., * Understanding of the FM business.

 * An excellent telephone manner.
 * Excellent time management skills.
 * Understanding of service level agreements, service targets, objectives and key performance indicator development.
 * Ability to work under pressure and meet tight deadlines.
 * Working knowledge of MS Office including Excel and Outlook.
 * Experience in using Concept Evolution.
 * GCSE's minimum Grade C in English and Maths.

## Description

* First point of contact for all reactive and planned maintenance activity, received by telephone and e-mail.
 * Inputting new work tasks in to concept to ensure that attendance takes place within the required timeframes.
 * Supporting new contract mobilisation in relation to reactive works and planned maintenance.
 * Inputting planned activities in to concept to ensure that PPMs take place within the required timeframes.
 * Interpret planners, inputting updates into the concept evolution system, providing tracking and regular updates to the status of the request through to work complete status in line with Service Level Agreement s(SLAs).
 * Plan and dispatch all planned maintenance tasks to engineers based on the correct skills sets, geographical location and service delivery arrangements.
 * Manage complex workload, re-planning/assigning tasks as outlined in the contract planners, with support from engineering supervisor.
 * Inputting progress updates into the concept evolution system, providing tracking and regular updates to the status of the request through to work complete status in line with Service Level Agreement s(SLAs).
 * Dispatching all reactive tasks to engineers or sub-contractors based on the correct skills sets, geographical location and service delivery arrangements.
 * Track the daily work outstanding for engineers and sub-contractors using concept evolution systems.
 * Raise purchase requisition and/or purchase orders in line with agreed parameters.
 * Collate accurate reports as required.
 * Prioritise urgent jobs demand, reacting promptly to Health and Safety risks identified as part of job recording and prioritisation.
 * Loading job completion certificates and entering time records against reactive and planned tasks and ensuring appropriate action is taken for further/quoted works.


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