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- Tasks: Lead the Helpdesk team, ensuring prompt client support and accurate data management.
- Company: Join BGIS, a global leader in integrated facility management services.
- Benefits: Enjoy a diverse workplace with opportunities for growth and development.
- Why this job: Make a real impact by driving service excellence and operational efficiency.
- Qualifications: Experience in Helpdesk leadership and strong communication skills required.
- Other info: Be part of a dynamic team focused on innovation and client value.
The predicted salary is between 36000 - 60000 £ per year.
To lead and oversee the performance of the Helpdesk team, ensuring all client requests are actioned promptly, data is accurately captured, and service delivery meets SLAs. This role provides line management and escalation support, facilitates training, and champions a culture of service excellence. A key part of this role is to collate, analyse, and present operational data to support informed decision-making. The postholder will interpret performance trends, identify opportunities for improvement, and clearly communicate insights to the Helpdesk and wider operational teams, ensuring data is used effectively to drive efficiency and service excellence.
Key Responsibilities:
- Line management of Helpdesk Operators including performance reviews and workload distribution.
- Act as escalation point for client or internal issues relating to Helpdesk function.
- Ensure all calls and tasks are processed in line with SLA/KPI requirements.
- Monitor and manage daily WIP reports, ensuring task ownership and completion.
- Liaise with engineers, Contract Managers, and sub-contractors to ensure timely service delivery.
- Validate and review reactive and PPM logs for compliance.
- Provide training and onboarding for new staff within the Helpdesk team.
- Support with training operators on the CAFM System.
- Support reporting and data accuracy across Vantify/Elogbooks, RiskWise, and other systems.
- Collate and interpret data from multiple systems to identify trends, highlight risks, and support operational decision-making.
- Present clear, actionable insights and performance summaries to Helpdesk and operational teams.
- Identify and drive continuous improvement across Helpdesk operations.
- Act as the system owner and super-user for the CAFM platform (Vantify/Elogbooks).
- Maintain and update asset registers and PPM schedules.
- Produce detailed and summary reports to support operational decisions.
Accountabilities: Reporting to the Performance Manager. Working closely with the Performance Manager. This post carries no direct budgetary responsibility.
Required Skills & Experience:
- Proven Helpdesk or Customer Service Lead experience.
- Strong leadership and communication skills.
- Advanced understanding of CAFM systems (Vantify/Elogbooks preferred).
- Data-driven mindset with attention to accuracy and detail.
- Ability to manage priorities in a high-pressure environment.
- Knowledge of FM terminology and engineering environments advantageous.
- A strong understanding of data presentation.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!
About Us: BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
About The Team: BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise.
CAFM & Helpdesk Lead in London employer: BGIS
Contact Detail:
BGIS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CAFM & Helpdesk Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your leadership and data-driven mindset. Show them you’re the perfect fit for the CAFM & Helpdesk Lead role!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show you were engaged and genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace CAFM & Helpdesk Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the CAFM & Helpdesk Lead role. Highlight your relevant experience in helpdesk management and any specific skills related to CAFM systems like Vantify or Elogbooks. We want to see how you can bring value to our team!
Showcase Your Leadership Skills: In your application, emphasise your leadership experience. Talk about how you've managed teams, handled escalations, and driven service excellence. We love seeing examples of how you've motivated others and improved performance!
Be Data-Driven: Since this role involves analysing and presenting operational data, make sure to mention your experience with data interpretation and reporting. Share any specific tools or methods you've used to drive efficiency and support decision-making. We’re all about making informed choices!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at BGIS
✨Know Your CAFM Systems
Make sure you brush up on your knowledge of CAFM systems, especially Vantify and Elogbooks. Be ready to discuss how you've used these systems in the past and how they can improve service delivery and data accuracy.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing Helpdesk teams. Think about times when you’ve successfully trained staff or resolved escalated issues, as this will demonstrate your capability to lead effectively.
✨Data is Key
Since this role involves analysing and presenting operational data, come prepared with insights on how you've used data to drive improvements in previous roles. Be ready to discuss specific metrics and trends you've identified and how they influenced decision-making.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. You’ll need to present actionable insights to various teams, so being able to communicate complex information simply will be crucial. Consider doing mock interviews to refine your delivery.