OR– Helpdesk Support Officer

Helpdesk Support Officer (Facilities)

Location:London Borough of Redbridge
Hours:08:30
-17:00
Contract:temporary whilst pending perm recruitment

Rate: £16.16- £16.60 depending on the experience

We are seeking a proactive and customer-focused
Helpdesk Support Officer to join our Facilities Management team. Acting as the first point of contact for all facilities-related queries, you will play a key role in ensuring the smooth operation of property services across the Council’s estate.

This is a fast-paced, high-volume role where you’ll coordinate and track both hard and soft FM requests using the CAFM system (Civica), ensuring issues are resolved efficiently while delivering excellent customer service.

• Act as the first point of contact for clients, contractors, and stakeholders
• Log, track, and manage all facilities requests (emergency and non-emergency) via the CAFM (Civica) system
• Assess and prioritise incoming jobs, determining the appropriate course of action
• Coordinate works with contractors and internal teams to ensure timely delivery
• Monitor progress of jobs and proactively chase outstanding works
• Escalate risks, delays, or breaches in response times to relevant managers

• Support the Facilities team with research into repair solutions and service improvements
• Request and review quotations where required
• Maintain accurate system records and update job statuses
• Liaise with internal service areas and external partners throughout the lifecycle of requests

• Raise and manage purchase orders (up to £1,000 per order)
• Support invoice processing, validation, and reconciliation against completed works
• Resolve discrepancies with contractors and suppliers
• Maintain accurate financial records relating to helpdesk activity
• Assist with production of management reports and service data

• Ensure CAFM data is accurate, up to date, and complete
• Update job completion records and ensure documentation is closed correctly
• Run and support reports from the CAFM system
• Escalate incomplete or overdue work appropriately

• Educated to GCSE level (or equivalent)
• Minimum 2 years’ experience in data input or administrative roles
• Strong IT skills, with the ability to work across systems (ideally CAFM/Civica)
• Excellent customer service skills and ability to manage high volumes of requests
• Strong communication skills (written and verbal)
• Ability to prioritise workloads and make effective decisions under pressure

• Experience with in Facilities Management or the built environment
• Knowledge of property maintenance processes
• Experience working with contractors and service providers

• Customer Focus:Responsive, adaptable, and committed to high service standards
• Communication:Clear, professional, and confident when dealing with a range of stakeholders
• Teamwork:Works collaboratively across teams and departments
• Analytical Thinking:Able to triage and assess maintenance issues effectively
• Adaptability:Thrives in a fast-paced, reactive environment

• Be part of a critical frontline service supporting the Council’s estate
• Work in a collaborative and supportive team environment
• Contribute to service improvements and operational efficiency
• Play a role in delivering safe, functional, and well-maintained facilities for the community

• You will be expected to uphold high standards of confidentiality, data protection, and customer care
• A commitment to health & safety, equality, and sustainability is essential
• Duties may evolve in line with service needs