Ealing Council (London Borough of Ealing)
Helpdesk Operator
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Maternity Cover - 12 Months
Hours: 35 hours per week within shift rota, covering Monday to Friday 8am - 5pm/ Hybrid Working (Monday, Wednesday, Friday office days and Tuesday and Thursday WFH).
Ealing Property Services delivers comprehensive facilities services to a portfolio of around 130 buildings across London Borough of Ealing. Services include building maintenance, security, and cleaning. The Property Services Helpdesk provides front line customer service and administrative support to the wider department. Customers report issues such as reactive repairs through the Helpdesk and work orders are promptly raised and correctly allocated to the appropriate EFM Engineering tier or sub-contractor for resolution.
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The Helpdesk also administers key sub-contractors encompassing preparation of statutory compliance schedules, allocation of works, document management and job closure, allowing the organisation to monitor performance and demonstrate building compliance. The Helpdesk also provides administrative support for statutory compliance of non-EFM Council sites, in accordance with Future Ealing values.
Requirements
Successful candidates will need the following:
- Previous experience in Facilities Management or a property-related field, ideally in a Helpdesk environment
- Excellent Customer Service skills
- Knowledge of telephone systems and IT systems, including Computer Aided Facility Management systems such as Concerto.
- Knowledge of the varying types and classifications of maintenance carried out by Facilities. Management operations.
- Experience of working in a fast moving and reactive service-oriented culture
- Experience in work allocation or work control.
- Self-motivated, able to manage workload and work as a part of a team.
- Excellent communication skills across all mediums including face to face and over the telephone.
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This role is subject to Ealing's enhanced vetting process.
Closing Date
13 October 2026.
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