Helpdesk Support Officer

About the Role Helpdesk Support Officer We are seeking a proactive and customer-focused Helpdesk Support Officer to join our Facilities Management team. Acting as the first point of contact for all facilities-related queries, you will play a key role in ensuring the smooth operation of property services across the Council''s estate.This is a fast-paced, high-volume role where you''ll coordinate and track both hard and soft FM requests using the CAFM system (Civica), ensuring issues are resolved efficiently while delivering excellent customer service.Key Responsibilities Helpdesk Support Officer Helpdesk and Service Delivery Helpdesk Support Officer Act as the first point of contact for clients, contractors, and stakeholdersLog, track, and manage all facilities requests (emergency and non-emergency) via the CAFM (Civica) systemAssess and prioritise incoming jobs, determining the appropriate course of actionCoordinate works with contractors and internal teams to ensure timely deliveryMonitor progress of jobs and proactively chase outstanding worksEscalate risks, delays, or breaches in response times to relevant managersFacilities and Property Support Helpdesk Support Officer Support the Facilities team with research into repair solutions and service improvementsRequest and review quotations where requiredMaintain accurate system records and update job statusesLiaise with internal service areas and external partners throughout the lifecycle of requestsFinance and Administration ..... full job details .....