Job Description
Job Title: Facilities Management (FM) Helpdesk Officer
Location: London Borough of Harrow, Forward Drive, Harrow, Middlesex, HA3 8NT
Salary: £17.66 per hour
Hours: Full-time
Job Purpose
The London Borough of Harrow is seeking a Facilities Management Helpdesk Officer to join its team. This role is essential to the smooth operation of the FM service, serving as the first point of contact for maintenance requests, service inquiries, and contractor coordination. The successful candidate will be responsible for logging, prioritizing, and resolving issues efficiently while maintaining clear communication with internal teams and external suppliers.
Key Responsibilities
1. Act as the primary contact for all FM-related inquiries via phone, email, and the helpdesk system.
2. Log, prioritize, and assign service requests to appropriate teams or contractors.
3. Track the progress of work orders, ensuring timely resolution and stakeholder updates.
4. Escalate urgent issues or unresolved requests to relevant personnel.
5. Maintain accurate records of service requests, maintenance schedules, and compliance documentation.
6. Coordinate planned preventive maintenance (PPM) activities and contractor visits.
7. Generate reports on helpdesk performance, service level agreements (SLAs), and key performance indi...