Helpdesk Operator

Pinnacle Group is looking for an experienced FM Helpdesk Operator (6-month FTC) to provide exceptional customer service and support by taking and logging calls to the Helpdesk, managing the input of data and generally assisting the FM Helpdesk Administrator in the administration of the contracts. You will be joining our Total FM Team based at Dartstone West Industrial Estate, Morley, LS27.

Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone.

Your responsibilities will include handling inbound and outbound calls, resolve customer inquiries, and provide accurate information about our services. You will need excellent communication skills, a friendly demeanor, and the ability to work efficiently under pressure.

We are offering a 6-month Fixed-Term Contract (FTC), office based working Monday to Friday 8am – 4.30pm, with an immediate start. £26,000 per annum, pro-rata based on a 6-month FTC

If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include:

• First point of contact for all incoming enquiries from clients, tenants and internal colleagues.
• Serve as the first point of contact for all facilities helpdesk requests received via telephone, email, and the CAFM system, ensuring all jobs are logged accurately and promptly.
• Assign reactive and planned work orders to the appropriate engineer, supplier, or subcontractor in accordance with priority and SLA requirements.
• Monitor the progress of open work orders and proactively chase outstanding jobs, escalating any at-risk or breached SLAs to the SDM Manager without delay
• Maintain helpdesk data integrity, ensuring all job records are complete, accurately categorised, and closed in a timely manner following confirmation of completion
• Taking ownership of the PPM schedule & Reactive Maintenance jobs and ensuring that all tasks are completed in line with the allocated response times
• Raise purchase orders for reactive works and provide to contractors.
• Allocating work orders to internal/ external contractors and Engineers, ensuring that all tasks are completed in line with the allocated response times.
• Tracking job progress against rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close out, including requesting extensions where applicable.
• Keeping SharePoint up to date with information relating to the contracts and new assets

Key requirements:

• Demonstrate a track record as an FM Helpdesk Operator with commitment to customer service ideally with a facilities Management background.
• Confident and professional communicator with the ability to manage multiple stakeholders simultaneously
• Strong organisational skills and high attention to detail, with the ability to manage competing priorities and deadlines effectively.
• Excellent organisation skills and attention to detail are required, along with decision-making and problem-solving.
• Experienced in the operation of a software package, i.e. Evolution
• Proficient in Excel, Word and PowerPoint
• Self-managing and able to work on own initiative

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans