Helpdesk Operator
| Posting date: | 13 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 12 February 2026 |
| Location: | N19 5NX |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 150669 |
Summary
Helpdesk Operator
Contract: Healthcare
Location: London, N19 5NX (St Pancras Hospital)
Hours of work: 40 - Monday - Friday, 10am - 6pm
Contract Type: Permanent
We are recruiting a Helpdesk Operator to join our facilities helpdesk team at St Pancras Hospital.
Job Description
This is a facilities-focused helpdesk role, acting as the first point of contact for all FM-related service requests.
The position is centred on logging, coordinating, and monitoring planned and reactive maintenance activities, ensuring service requests are handled efficiently, accurately, and in line with agreed SLAs.
You will play a key role in keeping facilities services running smoothly across the hospital by coordinating internal teams and external service providers.
Key Responsibilities
Act as the primary point of contact for facilities-related service requests via phone, email, and online portals
Log, prioritise, and manage reactive and planned maintenance requests in line with SLAs and KPIs
Coordinate with internal engineering teams and third-party service providers to ensure timely resolution of issues
Monitor job progress and provide regular updates to stakeholders and clients
Accurately maintain helpdesk records, work orders, and service request data within the CAFM system
Escalate issues appropriately where response or resolution targets are at risk
Professional and Personal Competencies/Qualifications
Previous experience in a helpdesk, or facilities maintenance environment
Strong customer service skills with a professional and calm telephone manner
Experience using Concept or a similar CAFM systems
Confident managing multiple service requests in a fast-paced environment
High level of accuracy and attention to detail in data entry and record keeping
Comfortable working in a live, safety-critical healthcare setting
If you have experience in facilities helpdesk operations and want a stable, site-based role within a healthcare environment, we’d like to hear from you.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Contract: Healthcare
Location: London, N19 5NX (St Pancras Hospital)
Hours of work: 40 - Monday - Friday, 10am - 6pm
Contract Type: Permanent
We are recruiting a Helpdesk Operator to join our facilities helpdesk team at St Pancras Hospital.
Job Description
This is a facilities-focused helpdesk role, acting as the first point of contact for all FM-related service requests.
The position is centred on logging, coordinating, and monitoring planned and reactive maintenance activities, ensuring service requests are handled efficiently, accurately, and in line with agreed SLAs.
You will play a key role in keeping facilities services running smoothly across the hospital by coordinating internal teams and external service providers.
Key Responsibilities
Act as the primary point of contact for facilities-related service requests via phone, email, and online portals
Log, prioritise, and manage reactive and planned maintenance requests in line with SLAs and KPIs
Coordinate with internal engineering teams and third-party service providers to ensure timely resolution of issues
Monitor job progress and provide regular updates to stakeholders and clients
Accurately maintain helpdesk records, work orders, and service request data within the CAFM system
Escalate issues appropriately where response or resolution targets are at risk
Professional and Personal Competencies/Qualifications
Previous experience in a helpdesk, or facilities maintenance environment
Strong customer service skills with a professional and calm telephone manner
Experience using Concept or a similar CAFM systems
Confident managing multiple service requests in a fast-paced environment
High level of accuracy and attention to detail in data entry and record keeping
Comfortable working in a live, safety-critical healthcare setting
If you have experience in facilities helpdesk operations and want a stable, site-based role within a healthcare environment, we’d like to hear from you.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.