Helpdesk Operator

Helpdesk Operator

• Hourly Rate: £13.85
• Location: Euston Area, London
• Job Type: Temporary (1-year)

We are seeking a Helpdesk Operator for a national library based in the Euston area. This role is essential for providing both internal customer and tenant support, dealing with enquiries, and assisting with the day-to-day operations of estates and facilities services. This includes fault reporting, change requests, porterage services, meeting room bookings, and refreshments. The ideal candidate will have relevant experience in a previous helpdesk role.

Day-to-day of the role:

• Serve as the first point of contact for internal customers and tenants via phone, email, or in person.
• Ensure the accuracy and reliability of information provided to internal customers.
• Manage and update information on computer-aided facilities management software.
• Proactively track and report the progress and completion of work orders.
• Provide timely feedback to customers regarding faults and breakdowns.
• Support meeting organisers by commissioning or providing timely assistance.
• Offer accurate and timely administrative support as directed by senior management.
• Handle service requests, set priorities, and maintain high-quality data integrity.
• Act as administrator for meeting room booking software and maintain public lockers.
• Raise service calls for equipment maintenance and update internal signage as needed.

Required Skills & Qualifications:

• Proven ability to professionally handle interactions in person, over the phone, and in writing.
• Strong commitment to excellence in service delivery and customer satisfaction.
• Excellent IT skills, including proficiency in MS Outlook/Calendar, Excel, Word, and PowerPoint.
• Experience with database programs or CAFM systems; training will be provided as necessary.
• Excellent communication, interpersonal skills, and the ability to develop effective relationships.
• Self-motivated with attention to detail and organizational ability to manage multiple tasks.
• Ability to work independently and make decisions, knowing when to involve senior colleagues.

Additional Requirements (Desirable):

• Experience in a helpdesk or call centre within a multi-tenanted, demanding environment.
• Strong customer focus and a desire to provide quality service.
• Experience with administration using database programs.

Benefits:

• Competitive hourly rate.
• Opportunity to work in a prestigious national library.
• Exposure to a diverse and dynamic working environment.

To apply for this Helpdesk Operator position, please submit your CV