Job Description

Job Introduction

Pinnacle Group is looking for a highly organised and experienced Facilities Helpdesk Operator to join our team as the first point of contact for all helpdesk enquiries. In this pivotal role, you will be responsible for managing the day-to-day administrative functions of the contract office, ensuring that all reported jobs are allocated, tracked, and resolved efficiently. You will play a crucial role in maintaining excellent communication between clients, contractors, and internal teams to guarantee smooth operations and timely job completion.


You will be joining our Total FM team based at the University of Hertfordshire. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.


The ideal candidate will bring administration experience within a Facilities Management or similar environment, demonstrating strong computer literacy, excellent interpersonal skills and the ability to work proactively under their own initiative.


This is a full time position working 37.5 hours per week. There are 3 available shift patterns that will change on a weekly basis. Week 1 8AM-4PM, Week 2 9AM-5PM , week 3 10AM-6PM

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.


We're a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We're Looking For

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.


Key responsibilities:

Signing visitors and sub-contractors in and out of the facilities Manage students queries via phone, email and face to face. Sorting students incoming posts Logging cleaning and maintenance jobs on internal software (Concept Evolution). Update staff keys. Photocopying, filling and sorting of paperwork Auditing Conferencing - checking in/out delegates and other ad hoc jobs for conferencing.

Key requirements:

Experience of working in a similar role within the sector Ability to work independently and use initiative Reliable and responsible with a flexible approach to work Good communication skills

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.


We welcome applications from all backgrounds - particularly from those who represent the communities we serve including ex-armed forces personnel and their families.


As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.


We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.

Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes * Personal Development Plans