Job Title: Out-of-Hours Helpdesk Advisor
Location: Manchester (Remote)
Line Manager: Helpdesk Manager
Salary: £28,000 + £££ per on-call job
Hours: Sunday to Thursday, 17:00 – 00:00, plus on-call 00:00 – 08:00
About the Role
We are recruiting an Out-of-Hours (OOH) Helpdesk Advisor to join a busy and supportive operations team for one of our well-respected clients. This role is essential in maintaining high service standards by managing urgent job requests and ensuring clear communication during non-standard working hours.
Key Responsibilities
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Manage incoming urgent job requests and client communications outside normal office hours
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Prioritise and log jobs accurately using the CRM system
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Coordinate with internal teams and external engineers to ensure timely dispatch
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Monitor and manage the OOH helpdesk inbox
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Provide flexible support across a range of administrative and operational tasks
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Participate in the on-call rota (00:00 – 08:00), with additional pay per job handled
Essential Skills & Experience
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Proven experience in a helpdesk or customer service role, ideally within facilities management or reactive services
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Strong written and verbal communication skills
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Confident using CRM/CAFM systems and Microsoft Office
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Ability to work under pressure and manage competing priorities
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Proactive, customer-focused, and adaptable—especially in a fast-changing OOH environment
Qualifications
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Minimum 1 years’ experience in helpdesk or customer service roles
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Customer service or administrative qualifications preferred
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Excellent English communication skills
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Strong IT skills with willingness to develop further
Why Join?
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Competitive salary with additional pay per on-call job
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Fully remote working
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Supportive management team and opportunities for internal development
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A role suited to those who prefer evening and overnight working patterns