Helpdesk Operative

Job Introduction

The Benefits

Health and Wellbeing Plans

23 days paid holiday increasing to 25 after 2 years

Discounts and Cashbacks

Paid Volunteering days

Employee Assistance Program

Refer a Friend Scheme

Cycle to Work Scheme

The role

Carlisle Support Services is looking for 4 FM Helpdesk Operative`s who will be the central coordination point for all reactive and planned maintenance activity, ensuring service delivery meets contractual SLAs and KPIs. Acting as the first point of contact for clients and stakeholders, the role requires accurate logging, prioritisation, and allocation of work orders through CAFM systems, alongside proactive communication and escalation to protect service performance and customer experience.

Service Delivery & SLA Management

• Log all reactive and planned works accurately within CAFM system
• Prioritise jobs in line with SLA and contract criticality
• Monitor job lifecycle and escalate risks to SLA performance

Operational Coordination

• Dispatch work to engineers and contractors
• Coordinate out-of-hours activities
• Act as control point between stakeholders

Customer Experience

• Act as first point of contact
• Provide timely updates
• Handle complaints professionally

CAFM & Data Accuracy

• Maintain accurate system data
• Identify repeat faults
• Support continuous improvement

Commercial & Compliance

• Raise purchase orders
• Understand contract scope
• Follow health & safety procedures

The ideal candidate

• Experience in FM Helpdesk or CAFM environment
• Understanding of SLAs
• Strong communication skills
• Ability to prioritise workload

Shift Patterns are for each individual role: -

Helpdesk Operative 1 – 7am – 3:30pm

Helpdesk Operative 2 – 8am – 4:30pm

Helpdesk Operative 3 – 9:30 – 6pm

Helpdesk Operative 4 – 11am – 7:30pm

Successful candidates will be required to provide original documentation for detailed screening and vetting processes.

This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.

Join a growing market-leading brand of support services to work with the UK’s largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.

Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK’s most renowned sites and critical infrastructure.

Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.

Equality, Diversity, and Inclusion

At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion.

In all situations people will be judged solely on merit or ability.

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