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Facilities Helpdesk Manager - PFI

  • Location: London
  • Salary: £34000 - £38000 per annum per year
  • Job Type:Contract

Posted 13 days ago

  • Sector: Building Services, Facilities Management
  • Contact: Adam Smith
  • Contact Email:
  • Duration: 3 months
  • Start Date: asap
  • Expiry Date: 05 February 2021
  • Job Ref: 385766ASH_1609952757

We are currently working with a leading Facilities Service provider to recruit a Helpdesk Manager on a Fixed Term contract basis initially for a PFI portfolio in the East London area

The Job

As the Facilities Helpdesk Manager, you will manage the delivery of an efficient, accurate helpdesk service to a long standing PFI contract. The team will assess and accurately log incoming jobs, allocated in the correct priority order, with the appropriate level or urgency to the correct competent resource so that all planned, unplanned and remedial works are completed to Contractual, Health and Safety and PPP-IML standards required. You will be working with clients, engineers and a number of our subcontractors, so organisation and outstanding telephone manner is a must

Requesting quotes, scheduling and chasing subcontractors were required.
Management of the purchase order ("PO") process associated with helpdesk tickets, including; raising, goods receipting ("GRN") and maintaining a PO log updated.
Supporting the compilation of failure and deduction reports using the payment mechanism templates and the CAFM system (Concept).
Ensure calls are handled professionally, effectively and with timeliness - ensuring that the right information is captured and the issue that is being raised is investigated sufficiently to enable to call to be logged correctly, meeting the SLA and delivering great service.
Closing tickets following the correct procedures and escalating any outstanding work as required or actioning further work to be carried out.
Proactively managing and monitoring the quality service provided by the helpdesk to ensure that standards are met, response/final fix times are achieved, and problems are resolved or escalated to minimise customer complaints in line to ensure contract requirements are met.
Communicating with the FM team to set clear work activities and capture feedback in order to build good working relations, share and solve problems and promote a positive safety culture.
Ensuring all administrative tasks involving labour management, are completed accurately and on time;
Leadership to both direct and indirect reports (e.g. HD operatives and site teams)


Proven experience delivering exceptional customer service and seeking improvement for clients and consumers;
Able to work flexibly in line with business requirements;
Experience of working with CAFM and Concept
Competent in the use of Microsoft packages;
Good general standard of education;
Ability to organise, prioritise, and manage tasks to deal with the day to day demanding environment;
Experience working on PFI contracts with local government/schools/colleges/universities etc

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