Helpdesk Operator

4 days ago

Manchester England, United Kingdom OCS Full time

About The Company:
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be f or our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -
Trust, Respect, Unity, and Empowerment
.

About The Role:
Shift Pattern:
Monday to Friday 8am - 5pm (may include weekends on a rota basis)

To provide an efficient and professional helpdesk service for the Manchester Arndale Shopping Centre by handling incoming calls, logging reactive maintenance requests, and coordinating tasks with OCS engineering and maintenance teams to ensure timely resolution of issues.

Key Responsibilities:

  • Receive and respond to incoming telephone calls and emails regarding maintenance and facilities issues within the centre.
  • Log all reactive call-out jobs accurately on the helpdesk system.
  • Prioritise and assign jobs to the appropriate OCS engineers or contractors based on urgency and trade requirements.
  • Liaise with engineers, contractors, and management to ensure tasks are completed within agreed service levels.
  • Provide updates to requesters on job progress and completion.
  • Record and maintain accurate information for all helpdesk activities and job status updates.
  • Escalate urgent or high-priority issues to the Facilities Supervisor or Duty Manager as required.
  • Assist in producing daily or weekly reports on outstanding and completed jobs.
  • Support the smooth running of the facilities helpdesk and contribute to maintaining high customer service standards.

Skills & Requirements:

  • Excellent telephone and communication skills.
  • Strong organisational and administrative abilities.
  • Proficient in using helpdesk or CAFM systems (training provided if required).
  • Ability to multitask and work under pressure in a busy environment.
  • Knowledge of facilities or engineering operations (desirable but not essential).
  • Team player with a proactive and customer-focused attitude.

How to Apply:
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.

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