Helpdesk Operator
Hours: Monday to Friday, 8:30 AM – 4:30 PM (Flexible Hours Considered)
About the Role
We are delighted to be supporting this well-established and technically driven organisation within the electrical and facilities services sector. We are seeking a Helpdesk Operator to act as the first point of contact for clients, fielding calls and emails regarding reactive electrical service issues.
This is a dynamic and solution-focused role where you'll use your technical understanding and customer service skills to triage issues, dispatch engineers, and help keep projects moving. Whether you're already working in a customer support role or are a hands-on engineer looking to transition off the tools, this role could be an ideal fit.
Key Responsibilities
* Act as the first point of contact for client calls and service emails
* Log and track incidents and service requests within the helpdesk system
* Provide initial fault diagnosis and allocate service jobs to appropriate engineers
* Prioritise calls based on urgency and service level agreements
* Coordinate engineer schedules and track job progress through to resolution
* Prepare quotes for remedial or follow-up work when needed
* Maintain professional client communication throughout the service cycle
* Work closely with internal departments and suppliers to gather required information
* Assist with reporting and compiling close-out documentation
* Support compliance with internal processes and industry standards
What the company are looking for
Essential:
* Background in electrical, facilities, or maintenance services
* Experience in a customer-facing, coordination, or helpdesk-based role
* Confident telephone and email communicator
* Basic electrical knowledge (e.g., faults, common terminology, reactive maintenance)
* Strong organisational and multitasking skills
* Calm under pressure with a problem-solving mindset
Desirable:
* Electrical qualifications such as Part P, NVQ Level 2+, or City & Guilds
* Experience using helpdesk, job-tracking, or CAFM systems
* Previous field engineer experience looking to transition into an office-based support role
Additional requirements
Due to the nature of the work, successful applicants must be eligible for enhanced DBS and full Security Clearance. Candidates must also have the right to work in the UK.
Why apply?
* Opportunity to join a respected and growing business with a collaborative culture
* Flexibility on hours for the right candidate
* Work in a varied, technical, and people-facing role that genuinely makes a difference
* Excellent team environment and long-term career prospects
Apply now: This is a fantastic opportunity to join a respected and forward-thinking organisation offering long-term stability, varied responsibilities, and the chance to play a key role in project delivery and compliance. Please contact Louise Howardto discuss your application
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