Job Description

Job Category: Administration
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JOB DESCRIPTION
Job Title: Helpdesk Operator (Crown Estate Contract)
Purpose of Job
To provide a high standard of administrative and helpdesk support to the Crown Estate contract, ensuring accurate logging, processing, and resolution of all maintenance requests and enquiries, while supporting engineers, sub-contractors, and the client.
Key Responsibilities

• First point of contact for client and internal teams on the Helpdesk.
• Log and allocate reactive tasks and PPMs via the Vantify CAFM System.
• Raise purchase orders and call-outs for sub-contractors.
• Maintain accurate records in Vantify, including uploading service sheets and documentation.
• Process task sheets, engineer holidays/sickness, and manage engineer logs.
• Produce and distribute daily, weekly, and monthly reports.
• Maintain site files, sub-contractor records, and logbook systems.
• Monitor and update WIP (Work in Progress) status.
• Provide general administration: answering calls/emails, booking rooms, filing, minute-taking.
• Respond promptly and professionally to all queries and follow up to resolution.

Accountabilities

• Reporting to the onsite Performance Manager.

• Working closely with the Performance Manager.

• This post carries no direct budgetary responsibility.

Person Specification / Attributes Required Education
Required Skills & Experience:

• Good education standard (GCSE English & Maths essential).
• Strong IT skills (Word, Excel).
• Experience in a fast-paced office or helpdesk environment.
• Clear communicator with confident telephone manner.
• Methodical, organised, and customer-focused.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success.
About Us: BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
About the Team: BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.

Skills Required