Job Description
Service Desk Officer – Governance & Assurance, Corporate Facilities Management
Role Purpose
To provide a proactive, performance-oriented and customer-focused help desk service on behalf of Corporate Facilities Management (CFM). The role supports the delivery of facilities management services across the Council’s operational estate, working with internal teams, contractors, schools, leisure centres and commercial occupiers.
Key Responsibilities
- Deliver a customer-focused service
Respond promptly, positively and professionally to service requests received via phone, email and mobile app.
Use the Manhattan facilities management system to log, track and update requests, ensuring agreed service standards are consistently achieved.
- Coordinate repairs and maintenance
Investigate and coordinate responses to emergency, urgent and routine reactive maintenance requests.
Identify the appropriate Client Manager and liaise with CFM, Technical & Operations teams, customers and contractors regarding progress, timescales and financial implications.
- Manage work orders and compliance requirements
Create and issue work orders to contractors within delegated financial limits.
Ensure contractors provide appropriate risk assessments, method statements and permits to work before works commence.
- Maintain systems and records
Maintain and periodically cleanse the Service Desk database to ensure accurate, up-to-date information.
Support performance monitoring through accurate data management and reporting.
- Provide facilities management support
Provide responsive support across the full range of facilities services, including reactive maintenance, compliance, cleaning, security, vending services and ad hoc project requests.
- Build effective relationships
Develop and maintain positive working relationships with contractors, suppliers, Council managers, Headteachers, Leisure Centre Managers and commercial occupiers of Council premises.
Skills and Experience
Essential
- Experience in a customer service, help desk, facilities management or maintenance coordination environment.
- Strong communication skills with the ability to deal confidently with customers, contractors and internal stakeholders.
- Good organisational skills and the ability to prioritise workloads effectively.
- Competent IT skills, including the use of databases and facilities management systems.
- Attention to detail and accurate record-keeping.
- Ability to work under pressure and manage competing priorities.
Desirable
- Experience using Manhattan or other CAFM/CMMS systems.
- Knowledge of facilities management, contractor management and health & safety compliance processes.
- Experience working within local government, education or public sector environments.
What Success Looks Like
- Fast response times – Service requests are handled promptly and efficiently.
- Effective coordination – Repairs and maintenance activities are managed smoothly with clear communication.
- Strong compliance – Contractor documentation and safety requirements are consistently met.
- Accurate records – Service desk data remains reliable and up to date.
Primary Focus Areas
- Reactive maintenance – 40%
- Customer service & help desk – 30%
- Compliance & contractor management – 20%
- Data management & reporting – 10%
Percentages are illustrative and can be adjusted to match local operational requirements.
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