Job Description

Job Introduction

Pinnacle Group is looking for a proactive and motivated Helpdesk Operative to join our busy Helpdesk team. In this frontline role, you'll serve as the first point of contact for all incoming helpdesk queries, ensuring all reported jobs are logged accurately and managed efficiently through to resolution. Your day-to-day responsibilities will include overseeing the helpdesk function, providing essential administrative support and coordinating the allocation of work orders to internal maintenance teams


You will be joining our Total FM team who provide integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.


This hours of work are between 8am and 6pm, Monday to Friday on rotating shift patterns - 8am to 4pm, 9am to 5pm and 10am to 6pm.


If you thrive in a fast-paced environment, have excellent communication / admin skills and enjoy being the central hub in a service-focused team, we'd love to hear from you. Full training will be provided.

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:

Greet and sign in/out all visitors and subcontractors in accordance with site procedures. Respond to student enquiries efficiently via telephone, email, and in person. Manage and sort incoming student mail and parcels. Log and monitor cleaning and maintenance requests to ensure timely resolution. Maintain and update staff key records accurately. Perform general administrative duties including photocopying, filing, and document handling. Conduct regular audits to ensure compliance with internal procedures. Support conferencing operations, including delegate check-in/out and assisting with ad hoc tasks as required.

Key requirements:

Excellent Customer Service Skills, able to communicate effectively and professionally with a wide range of individuals Proficient in Microsoft Office, working knowledge of Word, Excel and Outlook. Previous experience in a similar role, ideally within the facilities management or property services sector. Capable of working independently and demonstrating initiative in a fast-paced environment. Reliable with a proactive attitude and adaptable to changing priorities. Basic Understanding of Multi-Trades, awareness or experience in various maintenance trades is advantageous.

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.


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.


In addition to statutory benefits such as sick pay, maternity/paternity pay, pension scheme and annual leave, we offer a wide range of benefits at Pinnacle Group, dependant on your role or business area such as:


Flexible Working Arrangements
Employee Assistance Programme
Personal Development Plans