Help Desk Operative X 2

The London Borough of Hackney is seeking two skilled and customer focused Help Desk Operatives to join our Corporate Hard Facilities Management team. This role is essential in supporting the delivery of planned preventative maintenance, compliance, Hard FM and Soft FM services across the Council's extensive infrastructure.

You will act as the first point of contact for all FM related queries, playing a critical role in the management of our 900+ sites. Operating within the Concerto CAFM system, you will serve as the primary link between customers, stakeholders, and our maintenance teams. This is a high volume, dynamic environment where your technical expertise and ability to manage conflicting priorities will ensure that Hackney Council can effectively deliver services and meet its corporate objectives.

Key Responsibilities:

- System Management: Act as an expert user of the Concerto CAFM system, ensuring all asset information is comprehensive, accurate, and quality assured.

- Incident & Request Handling: Manage all incoming requests across all contact mediums (calls, emails, etc.), ensuring they are logged accurately against the correct job types and assigned to the appropriate resolver groups.

- Service Coordination: Oversee the lifecycle of service requests, including monitoring resolution activity, coordinating with contractors, and keeping clients informed of progress.

- Possible Out of Hours Support: Provide reliable coverage, including the possibility of out of hours weekdays and weekends, managing 'On-Call' escalations for critical events to maintain business continuity.

- Reporting & Compliance: Produce detailed reports on asset, site, and compliance data to support continuous service improvement and meet agreed SLAs.

Experience working in a Help Desk environment interfacing between customers and supply chain maintenance teams.

- Proficiency with CAFM systems (preferably Concerto) and database management.

- Excellent communication skills and the ability to demonstrate active listening, professionalism, and structured information presentation.

- A proactive, organised individual who can thrive in an environment of constant change.

- Flexibility to work a full time shift pattern that includes weekends and out of hours service.

Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values.

Over the past twenty years, the Council has built up first-class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti-racist borough. But the work doesn't stop there, we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.