FM Helpdesk Operative

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Location: Greater London

Reporting to: FM Help Desk and Reporting Manager

Bellrock Property & Facilities Management Ltd provides specialist risk focussed workplace management and property management services to a wide range of complex and sophisticated clients throughout the UK. Operating in the corporate, healthcare, education, retail & leisure and local authority & central government sectors, we create and implement bespoke solutions to improve the performance and value derived from non-core activity.

The opportunity has arisen for a Facilities Management Help Desk Operative based in Greater London. The key purpose of this role is to ensure that all duties of the FM Help Desk are performed to a high standard in a pleasant, willing and professional manner.

Key Accountabilities:

  • Provide a prompt FM Help Desk service to meet the requirement set out in the Output Brief.
  • Ensure all calls to the FM Help Desk are answered within timely manner.
  • Ensure all requests are logged accurately on the CAFM system against the correct job type.
  • Ensure requestor is issued a call reference number either over the phone or via email.
  • Ensure requestor is informed of course of action to be taken either at the time of the call or at the least, within 10 minutes of taking the call, 20 minutes of receiving the emails and 30 minutes of receiving the voicemail.
  • Ensure voicemail messages are monitored and actioned as required.
  • Ensure all requests are assigned and issued to the correct contractor with enough information for the request to be carried out.
  • Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.
  • Ensure requestor is updated  on progress if unable to meet the response time issued.
  • Take ownership and ensure customers are kept fully informed of progress.
  • Take ownership of all requests that are raised and ensure they are closed out within the time frame specified to the requestor, or provide feedback as to why the request has not been completed.
  • Physically check or phone requester of at least 10% of all requests to ensure they have been satisfactorily completed.
  • Ensure all feedback from the service provider, management team and requestor is logged in the Concerto audit trail.
  • Ensure all bookings for meeting rooms are accurate and there are no double bookings.
  • Confirm size of room to the person booking the room, record catering requirements for meeting in accordance with the hospitality policy, record set up and audio visual requirements.
  • Confirm any late requests for catering and AV with relevant service provider before accepting the booking.
  • Provide accurate reports within agreed timeframe.
  • Daily provision of catering report to be produced within deadline.
  • Daily provision of meeting room setup and audio visual reports to be produced within deadline.

Additional Requirements:

  • To work in a flexible manner and be willing to undertake other duties as reasonably requested (i.e. web page maintenance).
  • To order Keys via the appropriate providers following customer requests.
  • To provide excellent customer care in dealing with the client and building occupants.
  • Follow all Help Desk procedures as laid out in the FM Help Desk Protocol Document.
  • To support the Bellrock Contract Monitor and assist in carrying out monitoring duties when required.

In return Bellrock are offering a competitive salary Circa of £20,000-£22,000 year. Working hours are Monday – Friday based on 37.5 hours per week and 25 days holiday per year + bank holidays.

In addition to this Bellrock also offers the successful candidate employer contributed pension scheme and a Company Retail Discount Scheme.

If you are interested in applying, please submit your CV and covering letter via the link or directly to



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