Overview
We are seeking a highly organised and proactive Helpdesk Administrator to act as the central coordination hub for all facilities and operational activity across a busy banking portfolio. We are looking for someone who brings accuracy, professionalism and a calm approach when handling urgent issues, coordinating stakeholders and managing service workflows.
The successful candidate will take ownership of requests from start to finish, ensuring customers receive a responsive, seamless experience while supporting the smooth running of sites across Hard Services, Vacant Property, ATM Support and wider operational functions.
Key Responsibilities
* Take ownership of incoming service requests, triaging them quickly and accurately to suppliers, engineers or internal teams.
* Manage jobs throughout their lifecycle, ensuring updates, progress chasing and escalation where needed.
* Monitor workflows, manage jeopardy cases and escalate risks to SLA breach.
* Coordinate contractor attendance, joint visits, site access and required documentation.
* Liaise with suppliers and engineers, ensuring clarity of instructions and tracking performance.
* Raise, manage and reconcile Purchase Orders, resolving any PO or invoice-related queries.
* Support secure access processes including keys, lock changes, ATM access and compliance documentation.
* Act as a central point for customer concerns and complaints, coordinating evidence and resolutions.
* Maintain accurate, real-time information within CAFM and internal systems, including documentation, photos and completion notes.
This is a fast-paced, high-volume environment where no two days are the same - ideal for someone who thrives on problem-solving, rapid decision-making and keeping multiple priorities moving at speed. Ability to stay composed and solution-focused when managing multiple urgent requests.
Strong ownership mindset with confidence to challenge unclear information and ensure accuracy.
Experience working within accuracy-critical, compliance-driven environments.
Comfortable adapting to new systems, processes and operational workflows.
Strong written communication skills with the ability to summarise information professionally.
Able to work independently and collaboratively within a wider operational team.
Excellent time management skills with the ability to structure workload and prioritise effectively.
Disability and Inclusion
ISS is a diverse and inclusive employer. We welcome all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, sexual orientation or educational background. We are Disability Confident Committed (Level 2) employer, proudly supporting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to the official Disability Confident website.
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Our passion is people and our mission is to help customers achieve their purpose.
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