Regional Help Desk Officer

Location: London, WC2H 8NU

Salary: Up to £45,000 per annum plus Sodexo benefits

Contract: 40 hours per week, Monday to Friday

A flagship role at the heart of a world-class operation. We are seeking an exceptional Regional Help Desk Scheduler to lead and coordinate a global, multi-site Help Desk operation supporting the prestigious NBCUniversal contract across EMEA, APAC and LATAM. Based full-time (5 days per week) at our Global Head Office in Central London, this is a high-profile, site-based Supervisory role with real influence, responsibility and visibility. Aligned in scope and reward to a Help Desk Manager-level position, the role offers the opportunity to shape service delivery within a fast-paced, creative and internationally recognised organisation.

The Role

As Regional Help Desk Scheduler, you will be the central point of coordination for Help Desk activity across multiple global locations, ensuring seamless scheduling, prioritisation and delivery of both reactive and planned maintenance services. You will work closely with senior stakeholders, site leadership teams, maintenance partners and supply chain providers to drive operational excellence, data accuracy and an outstanding customer experience at every touchpoint. This role is ideally suited to a confident, highly organised professional who thrives in complexity and enjoys balancing strategic oversight with hands-on operational leadership.

Key Responsibilities

• Lead and manage the regional Help Desk scheduling function for the NBCUniversal contract across EMEA, APAC and LATAM, ensuring consistent, high-quality service delivery.
• Act as the primary coordination hub between global sites, engineering teams, supply chain partners and on-site leadership.
• Oversee and maintain the Computerised Maintenance Management System (CMMS – Archibus), ensuring data integrity, workflow efficiency and accurate reporting.
• Drive the occupancy and utilisation reporting programme, including twice-daily audits at the London site, weekly reporting, and analysis against access control data.
• Ensure all reactive and planned maintenance requests are triaged, scheduled and tracked effectively, meeting agreed SLAs and performance standards.
• Provide visible leadership and support to the Help Desk function, including cover planning, workflow prioritisation and administrative governance.
• Deliver a best-in-class customer experience in a demanding, creative corporate environment, acting as a trusted point of contact for occupant queries and service issues.
• Produce high-quality reports, insights and performance data to support informed decision-making and continuous improvement.

About You

You will be a polished, proactive professional with the presence and capability to operate confidently at a regional, stakeholder-facing level. You will bring:

• Strong experience within Help Desk, Facilities or Maintenance Operations, ideally in a multi-site or global environment.
• Demonstrable expertise using CMMS platforms (Archibus experience highly desirable).
• Excellent organisational and scheduling skills, with the ability to manage competing priorities across multiple time zones.
• A highly customer-focused mindset with a passion for service excellence.
• Confident written and verbal communication skills, with the ability to engage effectively at all levels.
• A calm, professional and solutions-oriented approach in a fast-paced environment.
• The ability to work autonomously while collaborating seamlessly with wider teams.

Why Join Sodexo?

Working with Sodexo is more than a role — it’s an opportunity to be part of something greater. You’ll support iconic global brands while developing your career in a truly international environment. Our comprehensive benefits package includes:

• 24/7 wellbeing support and Employee Assistance Programme
• 24-hour Virtual GP service
• Sodexo Discounts Scheme with exclusive savings across major retailers
• Pension Plan to support your future
• Extensive learning and development opportunities
• Bike to Work Scheme
• Enhanced Sodexo UK & Ireland benefits and leave policies

A rare opportunity with global reach. This is a rare opportunity to step into a high-impact, globally connected role at the centre of a flagship contract. If you’re ready to elevate your career and take ownership of a truly international Help Desk operation, we would love to hear from you.