Fixed Term contract / Secondment Opportunity – 12 months
Help Desk Operative (x2)
The London Borough of Hackney is seeking two skilled and customer‑focused Help Desk Operatives to join our Corporate Hard Facilities Management team. This role is essential in supporting the delivery of planned preventative maintenance, compliance, Hard FM and Soft FM services across the Council’s extensive infrastructure.
You will act as the first point of contact for all FM related queries, playing a critical role in the management of our 900+ sites. Operating within the Concerto CAFM system, you will serve as the primary link between customers, stakeholders, and our maintenance teams in a high‑volume, dynamic environment.
Key Responsibilities
- System Management – Act as an expert user of the Concerto CAFM system, ensuring all asset information is comprehensive, accurate, and quality assured.
- Incident & Request Handling – Manage all incoming requests across all contact mediums (calls, emails, etc.), ensuring they are logged accurately against the correct job types and assigned to the appropriate resolver groups.
- Service Coordination – Oversee the lifecycle of service requests, including monitoring resolution activity, coordinating with contractors, and keeping clients informed of progress.
- Possible Out of Hours Support – Provide reliable coverage, including the possibility of out of hours weekdays and weekends, managing on‑call escalations for critical events to maintain business continuity.
- Reporting & Compliance – Produce detailed reports on asset, site, and compliance data to support continuous service improvement and meet agreed SLAs.
What We Are Looking For
- Experience working in a Help Desk environment interfacing between customers and supply chain maintenance teams.
- Proficiency with CAFM systems (preferably Concerto) and database management.
- Excellent communication skills and the ability to demonstrate active listening, professionalism, and structured information presentation.
- A proactive, organized individual who can thrive in an environment of constant change.
- Flexibility to work a full time shift pattern that includes weekends and out of hours service.
Application Deadline
19 July 2026 (22:59)
Interview & Assessment
Week commencing 03 August 2026
Equality, Diversity & Inclusion
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We recognize that people can be disadvantaged by their social and economic circumstances, and we also welcome applications from disabled people. Flexible working is available.
#J-18808-Ljbffr…