Helpdesk Operator

This is a facilities-focused helpdesk role, acting as the first point of contact for all FM-related service requests.

The position is centred on logging, coordinating, and monitoring planned and reactive maintenance activities, ensuring service requests are handled efficiently, accurately, and in line with agreed SLAs.

You will play a key role in keeping facilities services running smoothly across the hospital by coordinating internal teams and external service providers.

Key Responsibilities

Act as the primary point of contact for facilities-related service requests via phone, email, and online portals

Log, prioritise, and manage reactive and planned maintenance requests in line with SLAs and KPIs

Coordinate with internal engineering teams and third-party service providers to ensure timely resolution of issues

Monitor job progress and provide regular updates to stakeholders and clients

Accurately maintain helpdesk records, work orders, and service request data within the CAFM system

Escalate issues appropriately where response or resolution targets are at risk

Previous experience in a helpdesk, or facilities maintenance environment

Strong customer service skills with a professional and calm telephone manner

Experience using Concept or a similar CAFM systems

Confident managing multiple service requests in a fast-paced environment

High level of accuracy and attention to detail in data entry and record keeping

Comfortable working in a live, safety-critical healthcare setting

If you have experience in facilities helpdesk operations and want a stable, site-based role within a healthcare environment, we'd like to hear from you., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.