Full job descriptionAbout the Role Helpdesk Support Officer
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.
Key Responsibilities Helpdesk Support Officer
Helpdesk & Service Delivery Helpdesk Support Officer
*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
Facilities & Property Support Helpdesk Support Officer
*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
Finance & Administration Helpdesk Support Officer
*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
Database & Reporting
*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
About You Helpdesk Support Officer
Essential Criteria Helpdesk Support Officer
*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