Facilities Management (FM) Helpdesk Officer

Job Title: Facilities Management (FM) Helpdesk Officer
Location : London Borough of Harrow, Forward Drive, Harrow, Middlesex, HA3 8NT
Salary : £17.66 per hour
Hours: Full-time

Job Purpose:
The London Borough of Harrow is seeking a Facilities Management Helpdesk Officer to join its team. This role is essential to the smooth operation of the FM service, serving as the first point of contact for maintenance requests, service inquiries, and contractor coordination. The successful candidate will be responsible for logging, prioritizing, and resolving issues efficiently while maintaining clear communication with internal teams and external suppliers.

Key Responsibilities:

• Act as the primary contact for all FM-related inquiries via phone, email, and the helpdesk system.
• Log, prioritize, and assign service requests to appropriate teams or contractors.
• Track the progress of work orders, ensuring timely resolution and stakeholder updates.
• Escalate urgent issues or unresolved requests to relevant personnel.
• Maintain accurate records of service requests, maintenance schedules, and compliance documentation.
• Coordinate planned preventive maintenance (PPM) activities and contractor visits.
• Generate reports on helpdesk performance, service level agreements (SLAs), and key performance indicators (KPIs).
• Assist with procurement by raising purchase orders and tracking invoices for FM-related services.
• Liaise with external contractors to schedule maintenance, repairs, and inspections.
• Ensure contractors comply with site policies, health & safety regulations, and agreed service levels.
• Verify completion of works and follow up on outstanding tasks.
• Provide courteous and professional support to staff, tenants, and external stakeholders.
• Keep requesters informed of the status of their service requests.
• Handle complaints and service escalations efficiently to ensure prompt resolution.
• Essential Skills & Experience:
• Previous experience in facilities management, customer service, or administrative roles.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and FM helpdesk software (e.g., CAFM systems).
• Ability to work under pressure and prioritize workload effectively.
• Strong attention to detail and problem-solving abilities.

Desirable Qualifications:

• Experience in a facilities management environment.
• Knowledge of health & safety regulations and compliance standards.
• Understanding of SLA and KPI reporting within an FM setting.
• Proficiency in data management and reporting tools.

About Us:
Pertemps Recruitment Partnership has been a market leader in permanent and temporary staffing solutions for nearly 60 years. We are proud to be accredited as an Investor in People, which is reflected in our commitment to career progression and employee satisfaction. Recognized by The Sunday Times as one of the Best 100 Companies to Work For for 14 consecutive years, we prioritize a personalized approach in everything we do.

The London Borough of Harrow is the 12th largest borough in London, celebrated for its cultural diversity and excellent transport links. Located just 10 miles from Central London and 13 minutes to Euston via Harrow & Wealdstone station, it offers convenient access via the Metropolitan Line, Watford DC Line, national rail services, and major road networks including the M1, M25, and A406.

Important Notice:
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