Helpdesk & Duty Controller

A fantastic opportunity has arisen for a Head Office Helpdesk & Duty Controller, who will lead operational excellence and optimise service for customers in a dynamic control room environment. This is an active and visible role requiring strong leadership competence in addition to entrepreneurial ability; customer interaction is significant and excellent relationship management skills are required.

Information:

• Position: Helpdesk and Duty Controller
• Location: Head Office - Lewisham
• Pay: £39,342 per annum
• Hours: 42 hour per week
• Shifts: 4 on 4 off - Days only

Skills & Experience:

• Experience of working in a Helpdesk or control room environment
• SIA Licence is required
• It is essential to be over 25 years of age for fleet insurance
• To hold full, clean driving licence is essential
• Previous experience using a CAFM system i.e. TF Cloud, Vantify etc.
• Be flexible as your shift pattern may change due to operational requirements within the control room
• Strong IT ability - including Excel, Word, Outlook
• Excellent written and verbal communication skills
• Time Management & Organisational Skills
• Courteous, professional manner with a disciplined but calm, vigilant approach.
• Ability to perform and succeed under pressure.
• Able to prioritise and organise workloads to meet strict deadlines whilst being consistent and accurate.
• Responsiveness to requests for service
• SIA CCTV Licence is desirable.
• Experience of managing rosters and scheduling systems is desirable.
• Experience in using OSINT to report major incidents across the business is desirable.
• Be confident you are able to undertake 100% of all specific duties
• Be able to provide all the documentation and vetting information requested.

Job Role: Primary Function

Be responsible for responding and organising adequate cover for ad hoc customer orientated tasks as well as being responsible for taking ownership and applying prioritised organisation to your workload in accordance with operational requirements. You will be expected to carry out additional reasonable duties in accordance with operational requirements. E.g., attending sites in the event of a shortfall of available officers. Operate a range of remote monitoring, CCTV, and communication facilities contained within the Control Room. Report any incidents that occur immediately to the Police Incident Control room via a dedicated link, and/or report to other relevant agency and provide support/commentary to the Police and/or other relevant agency. Maintain accurate records of data recordings and events, using incident reporting software. Communicate all major incidents to clients and operations team as and when required. Completing the daily occurrence logbook, with all events which take place throughout the shift. Complete manning for any contracts, which require it and send to the relevant personnel. Monitor all HQ response colleagues to ensure they are working. Conduct contracted weekend patrols of customer premises.

Job Role: Secondary Function

Be responsible for the out of hours Helpdesk Support to a number of our prestigious clients across London. Coordinate help desk traffic, acting as the first point of contact for all tenant maintenance queries via phone, email, and the resident portals. Facilitate the end-to-end process of all maintenance queries, from ticket received to job completion and close on the company's CAFM platform in line with company service level agreements. Identify and assign appropriate contractors and external vendors to maintenance jobs, while continuously monitoring their performance and quality of service. Maintain administration systems to record maintenance operations including contractors used, additional works, performance monitoring and complaints log. Build strong working relationships with external maintenance vendors/contractors. Monitoring the helpdesk jobs and provide regular updates to customers on job status through to completion. Utilising the processes and equipment available to produce completed work to each individual customer's specific requirements.

Benefits:

• Health care plan (HSF)
• Perk Box (HSF) - discounts & offers from cinema tickets to days out
• Cycle to work scheme
• Tailored Site Uniform
• First class training allowing you to develop your skills
• A view for career development
• Long service & Employee Recognition awards
• And much more!!

A globally recognised Security Solutions Specialist delivering service excellence, to our Customers, Colleagues, and Communities. CIS is an independently owned business providing professional security solutions across the UK and Ireland. Our people are at the heart of everything we do. They have a sense of belonging and togetherness that manifests itself in operational excellence and world-class customer service. CIS Security is a multi-award-winning company, recently being awarded World's Happiest Workplace in 2025. At CIS Security Ltd, we do not just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Customers, Colleagues, and Communities. CIS Security Ltd is proud to be an equal opportunity employer and value diversity. We welcome applications from all sections of the community. All employment decisions are based on qualifications, quality, and business needs. Due to the volume of applications, if we have not contacted you within three weeks of initial contact then unfortunately you have not been successful on this occasion.