At a Glance
- Tasks: Be the go-to person for all facilities-related queries and ensure smooth operations.
- Company: Join a dynamic Facilities Management team within the Council.
- Benefits: Gain valuable experience, develop customer service skills, and work in a supportive environment.
- Other info: Fast-paced role with opportunities for growth and development.
- Why this job: Make a real difference by helping clients and improving property services.
- Qualifications: GCSE educated with 2 years of admin experience and strong IT skills.
The predicted salary is between 24000 - 28000 £ per year.
We are seeking a proactive and customer-focused Helpdesk Support Officer to join our Facilities Management team. Acting as the first point of contact for all facilities-related queries, you will play a key role in ensuring the smooth operation of property services across the Council's estate. This is a fast-paced, high-volume role where you'll coordinate and track both hard and soft FM requests using the CAFM system (Civica), ensuring issues are resolved efficiently while delivering excellent customer service.
Key Responsibilities
- Act as the first point of contact for clients, contractors, and stakeholders.
- Log, track, and manage all facilities requests (emergency and non-emergency) via the CAFM (Civica) system.
- Assess and prioritise incoming jobs, determining the appropriate course of action.
- Coordinate works with contractors and internal teams to ensure timely delivery.
- Monitor progress of jobs and proactively chase outstanding works.
- Escalate risks, delays, or breaches in response times to relevant managers.
Facilities & Property Support
- Support the Facilities team with research into repair solutions and service improvements.
- Request and review quotations where required.
- Maintain accurate system records and update job statuses.
- Liaise with internal service areas and external partners throughout the lifecycle of requests.
Finance & Administration
- Raise and manage purchase orders (up to £1,000 per order).
- Support invoice processing, validation, and reconciliation against completed works.
- Resolve discrepancies with contractors and suppliers.
- Maintain accurate financial records relating to helpdesk activity.
- Assist with production of management reports and service data.
Database & Reporting
- Ensure CAFM data is accurate, up to date, and complete.
- Update job completion records and ensure documentation is closed correctly.
- Run and support reports from the CAFM system.
- Escalate incomplete or overdue work appropriately.
About You
Essential Criteria
- Educated to GCSE level (or equivalent).
- Minimum 2 years' experience in data input or administrative roles.
- Strong IT skills, with the ability to work across systems (ideally CAFM/Civica).
- Excellent customer service skills and ability to manage high volumes of requests.
- Strong communication skills (written and verbal).
- Ability to prioritise workloads and make effective decisions under pressure.
Helpdesk Support Officer in Ilford employer: Job Switch
Join our dynamic Facilities Management team as a Helpdesk Support Officer, where you'll be at the forefront of delivering exceptional customer service in a fast-paced environment. We pride ourselves on fostering a supportive work culture that encourages professional growth and development, offering opportunities to enhance your skills while making a meaningful impact within the Council's estate. With a focus on teamwork and collaboration, you'll enjoy a rewarding career in a role that is vital to the smooth operation of our property services.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Support Officer in Ilford
✨Tip Number 1
Get to know the company! Research their values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about helping others, think of scenarios where you’ve successfully resolved issues or provided excellent support. Be ready to share these examples in your conversations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which can really boost your chances.
✨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, it shows you’re serious about joining our Facilities Management team.
We think you need these skills to ace Helpdesk Support Officer in Ilford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in data input and administrative roles. We want to see how your skills align with the Helpdesk Support Officer position, so don’t be shy about showcasing your customer service abilities!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our Facilities Management team. Be sure to mention your strong IT skills and any experience with CAFM systems like Civica.
Showcase Your Communication Skills:Since this role involves a lot of interaction with clients and contractors, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Job Switch
✨Know Your CAFM System
Familiarise yourself with the CAFM system, especially Civica, as it’s crucial for the role. Be ready to discuss how you’ve used similar systems in the past and how you can quickly adapt to new software.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your customer service experience. Think of situations where you successfully resolved issues or managed high volumes of requests while keeping clients happy.
✨Demonstrate Your Problem-Solving Ability
Be ready to discuss how you assess and prioritise incoming jobs. Share specific instances where you coordinated with teams or contractors to ensure timely delivery of services.
✨Communicate Clearly and Confidently
Practice your communication skills, both written and verbal. During the interview, make sure to articulate your thoughts clearly, as strong communication is key in this fast-paced role.
