OR104437 – Helpdesk Support Officer

Helpdesk Support Officer (Facilities)

Location:London Borough of RedbridgeHours:08:30 -17:00Contract:temporary whilst pending perm recruitment

Rate: £16.16- £16.60 depending on the experience

About the Role

We are seeking a proactive and customer-focusedHelpdesk 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

Helpdesk & Service Delivery

• 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

Desirable

• Experience within Facilities Management or the built environment
• Knowledge of property maintenance processes
• Experience working with contractors and service providers

Key Competencies

• Customer Focus:Responsive, adaptable, and committed to high service standards
• Communication:Clear, professional, and confident when dealing with a range of stakeholders
• Teamwork:Works collaboratively across teams and departments
• Analytical Thinking:Able to triage and assess maintenance issues effectively
• Adaptability:Thrives in a fast-paced, reactive environment

Why Join Us?

• Be part of a critical frontline service supporting the Council’s estate
• Work in a collaborative and supportive team environment
• Contribute to service improvements and operational efficiency
• Play a role in delivering safe, functional, and well-maintained facilities for the community

Additional Information

• You will be expected to uphold high standards of confidentiality, data protection, and customer care
• A commitment to health & safety, equality, and sustainability is essential
• Duties may evolve in line with service needs

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