Location: Aldgate, London Shift Pattern: 4 on / 4 off, 19:00–07:00 (subject to change) Salary: Competitive Job Overview We are looking for a reliable and organised Helpdesk Operative to join our team on a night shift basis. You will be responsible for receiving, coordinating and monitoring reactive maintenance requests, ensuring that jobs are allocated efficiently and completed within agreed service levels. Key Responsibilities * Answer incoming telephone calls and respond to customer enquiries professionally. * Receive, review and process service requests through the CAFM system. * Allocate jobs to engineers and contractors based on skills, location and availability. * Prioritise urgent maintenance requests and arrange timely engineer attendance. * Monitor job progress and ensure work is completed within agreed SLAs and KPIs. * Escalate emergency faults, complaints and service issues to the appropriate teams. * Review job histories and reports to prevent duplicate requests. * Ensure accurate job records, updates and closure of completed work orders. * Communicate effectively with customers, engineers, contractors and management. * Follow company procedures and health and safety requirements. * Maintain high standards of customer service and attention to detail. Requirements * Excellent organisational and time-management skills. * Ability to manage multiple tasks and work effectively under pressure. * Strong verbal and written communication skills. * Professional telephone manner and customer service skills. * Good attention to detail and a systematic approach to problem-solving. * Ability to work independently and as part of a team. * Experience in a customer service, helpdesk or frontline support role is desirable. * Experience using a CAFM or asset management system is an advantage. Working Hours This is a night shift position working a 4-on, 4-off rotation from 19:00 to 07:00, subject to change. Salary: Competitive, depending on experience. If you are organised, customer-focused and able to work in a fast-paced environment, we welcome your application. Please get in touch