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Job Description We are looking for someone who can build effective working relationships with clients, engineers, subcontractors, and internal teams. You will deliver a professional helpdesk service, communicate clearly, provide timely updates, and escalate issues where required to ensure service levels are consistently met. This role operates on a rotating shift pattern between 07:00 and 19:00, covering: 07:00 – 15:00 08:00 – 16:00 11:00 – 19:00 Key Responsibilities Handle and process client enquiries and helpdesk requests within agreed timescales. Monitor shared and regional inboxes and respond professionally and promptly. Raise, update, and manage work orders within CAFM systems (e.g. Maximo). Allocate engineering jobs and interpret client issues into FM actions. Maintain a 72-hour lookahead, working on jobs approaching SLA breach. Manage PPM activity and schedule work well in advance of due dates. Communicate with engineers and subcontractors regarding bookings and early interventions. Escalate delays, risks, or issues promptly and appropriately. Professional and Personal Competencies/Qualifications Strong customer service experience (e.g. retail, hospitality, call centre, or other customer-facing roles). Confident communicator, comfortable liaising with engineers and internal teams. Ability to work effectively in a fast-paced, operational environment. Good IT literacy and confidence using computer systems. Strong written and verbal communication skills. Problem-solving mindset with the ability to interpret information quickly. Willingness to learn and adapt within a helpdesk or facilities management setting. The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,  #aplacetobeyou,  #facilitiesmanagement  ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.