Estates Helpdesk Officer

Summary Devon and Somerset Fire and Rescue Service, the largest non‑metropolitan Fire and Rescue Service in England, has the opportunity for a Helpdesk Officer to join our Estates team at our Service Headquarters in Exeter. This is a permanent, part‑time position (14.8 hours per week – Tuesday/Wednesday) that offers a competitive salary starting at £26,824, rising annually to £28,598 (gross) pro rata per annum. This equates to £10,729.60 – £11,439.20 (gross) per annum for working 14.8 hours per week. About us At Devon and Somerset Fire and Rescue Service, our mission is to create a safer world by preventing fire and rescue emergencies. We pride ourselves on our fantastic reputation, built on the dedication and expertise of our skilled workforce. By joining us, you will be a key player in enhancing the services we provide across beautiful Devon and Somerset. Your role As a Helpdesk Officer – Estates, you will perform a crucial co‑ordination role which supports a number of the important services delivered by our Estates team. The key function of the role is ensuring quick, efficient and effective access to and practical delivery of the reactive and planned preventative maintenance services offered to client departments, as well as the provision of accurate progress updates and information to other internal and external stakeholders. The role requires close liaison with and accurate monitoring/recording of in‑house maintenance staff and external contractor performance information in order to ensure compliance with contractual obligations, the departments service level agreements and meeting key performance indicators. Key Responsibilities To act as the first point of contact for all new enquiries received by the Estates department. To provide accurate advice to internal clients on common or well‑defined topics. All other issues should be directed to the appropriate office in accordance with departmental guidance. Common enquiries are likely to relate to, but will not be limited to: reactive maintenance, planned preventative maintenance, planned project works (capital or revenue funded), other facilities management enquiries (utilities, cleaning, grounds maintenance, waste disposal etc.). Day to day processing and management of reactive maintenance calls (service requests) received via all conduits including the Estates web portal, telephone, email and in person. This includes: ensuring that all new ‘service requests’ are accurately logged on the Computer Aided Facility Management (CAFM) system; ensuring all new ‘service requests’ are appropriately prioritised, allocated, actioned and/or escalated against set criteria and within the timescales laid down within the department’s SLA with its clients; raising jobs or works within the CAFM system, informing the relevant internal technician or contractor and logging the times of works instruction, commencement and completion. Liaison with the client and contractors to make all access and other arrangements necessary to facilitate the completion of reactive maintenance works. Monitoring the progress of jobs/works orders created against reactive maintenance calls, and taking appropriate actions (including escalation) to address non‑compliance / delays, keeping the client informed at all times. Closing out service requests once all remedial works have been practically completed. Collecting and collating client satisfaction questionnaires for the reactive maintenance operations of the department. Contracting contractors to request additional information in support of their invoices (day work sheets, material invoices etc.). Monitoring of station/site security systems such as door access control and CCTV. Compilation of helpdesk maintenance exception reports on a regular basis. Actively support the Facilities & Estates Admin Manager and other members of the team in the further development of the helpdesk function. Provide general admin cover to the department when the Administrative Assistant is out of the office or when otherwise required. What we offer Flexible working arrangements to promote work‑life balance A generous pension scheme for your future Ample annual leave to refresh and recharge Family leave policies that support your loved ones Access to physiotherapy services for your well‑being Opportunities for professional development and progression Free gym access and personalised fitness coaching Support for eye care and wellness programs Exclusive Blue Light Membership discounts Affordable healthcare options through Benenden Health Engaging Sports and Social Groups for community building Confidential counselling services and mental health support A cycle‑to‑work scheme to promote health commuting. How to apply Closing date: 23:59hrs Thursday 27 November 2025 Should you have any questions regarding the role, please contact Amanda Chaplin – Facilities and Estates Admin Manager on 01392 872267, or via email: achaplin@dsfire.gov.uk If you feel you have the skills and experience to become our Helpdesk Officer please click ‘apply’ today, we would love to hear from you. You will be required to complete an application form and submit a document detailing how you meet the following essential criteria taken from the Job Description and Person Specification. Excellent planning, organisational and prioritisation skills with the ability to use negotiation skills with difficult helpdesk calls. Proven administration and time management skills. Ability to appropriately allocate works against defined criteria. Experience of working in a dedicated helpdesk/customer service type role. Ability to work on own initiative and as a member of a busy team. Experience of communicating and building effective and successful working relationships with contractors and other external agencies. To help you complete this part of the application form please find attached below the word document “Essential Criteria for my Estates – Helpdesk Officer Application” for you to download and complete with your evidence for the above criteria. You can then upload this document where requested when completing your application. Please note the evidence that you upload to your application should not exceed 2000 words in total (excluding titles). Evidence submitted in relation to the essential criteria above will be used to shortlist any applications received. Our values We are committed to safeguarding and promoting the welfare of children and vulnerable adults, and all employees must share this commitment and adhere to the Services’ Safeguarding Policy. Fire and Rescue Authority roles are listed in Schedule 1 of the Rehabilitation of Offenders Act 1974 (Exceptions) Order and as such it is our policy to require all applicants to disclose any criminal convictions (both spent and unspent) including driving offences, cautions and reprimands. This role will require a Standard DBS check to be completed. Devon and Somerset Fire and Rescue Authority are committed to the rehabilitation of offenders, as such any positive disclosures will incorporate a reasonable and proportionate response. As a Service and as individuals We are proud to help We are honest We are respectful We are working together Devon and Somerset Fire and Rescue Service recognise and celebrate the vast diversity of the local communities that we serve, and we aspire for this to be reflected in our workforce. We encourage candidates from diverse backgrounds, experience and beliefs, who share our values to consider working for us. #J-18808-Ljbffr