Customer Service Help Desk
| Posting date: | 20 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 19 February 2026 |
| Location: | E20 1EJ |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 151539 |
Summary
Customer Service Help Desk
Contract: Professional Services, Production & Technology
Location: London, E20 1EJ
Hours of work: 40
Contract Type: Permanent
We are seeking a proactive and organised individual to join our Helpdesk team, supporting the smooth operation of customer service and logistics functions.
This role is central to ensuring excellent communication and service delivery to retail tenants, customers, and the client, while maintaining compliance with health and safety standards.
Job Description
The successful candidate will handle a variety of tasks including managing calls and emails, logging jobs on the CAFM system, and coordinating with engineers and other stakeholders.
You will play a key role in maintaining operational efficiency, supporting emergency procedures, and ensuring high standards of customer satisfaction.
Key Responsibilities
Answer incoming calls and emails, ensuring timely and professional responses.
Log reactive jobs on the FSI Concept CAFM system and assign tasks to the engineering team.
Manage and monitor the Delivery Management System (DMS), including contractor access requests.
Organise and maintain helpdesk inbox and reports, ensuring accurate filing and documentation.
Liaise with customers, retailers, suppliers, and couriers to provide information and assistance on delivery and access processes.
Support health and safety compliance and emergency response procedures in line with client and ISS requirements.
Manage purchase orders and quotes using individual trackers and Maximo, and maintain documentation on SharePoint.
Assist with WIP updates and produce final completion documentation for the client.
Professional and Personal Competencies/Qualifications
Excellent attention to detail.
Strong multitasking abilities.
Confidence in keeping engineers, team members, tenants, and clients updated on progress.
Strong analytical skills, including the ability to interpret written, numeric, and graphical information.
Ability to carry out risk assessments.
Proficiency in Microsoft programmes.
Knowledge of CAFM systems.
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: Professional Services, Production & Technology
Location: London, E20 1EJ
Hours of work: 40
Contract Type: Permanent
We are seeking a proactive and organised individual to join our Helpdesk team, supporting the smooth operation of customer service and logistics functions.
This role is central to ensuring excellent communication and service delivery to retail tenants, customers, and the client, while maintaining compliance with health and safety standards.
Job Description
The successful candidate will handle a variety of tasks including managing calls and emails, logging jobs on the CAFM system, and coordinating with engineers and other stakeholders.
You will play a key role in maintaining operational efficiency, supporting emergency procedures, and ensuring high standards of customer satisfaction.
Key Responsibilities
Answer incoming calls and emails, ensuring timely and professional responses.
Log reactive jobs on the FSI Concept CAFM system and assign tasks to the engineering team.
Manage and monitor the Delivery Management System (DMS), including contractor access requests.
Organise and maintain helpdesk inbox and reports, ensuring accurate filing and documentation.
Liaise with customers, retailers, suppliers, and couriers to provide information and assistance on delivery and access processes.
Support health and safety compliance and emergency response procedures in line with client and ISS requirements.
Manage purchase orders and quotes using individual trackers and Maximo, and maintain documentation on SharePoint.
Assist with WIP updates and produce final completion documentation for the client.
Professional and Personal Competencies/Qualifications
Excellent attention to detail.
Strong multitasking abilities.
Confidence in keeping engineers, team members, tenants, and clients updated on progress.
Strong analytical skills, including the ability to interpret written, numeric, and graphical information.
Ability to carry out risk assessments.
Proficiency in Microsoft programmes.
Knowledge of CAFM systems.
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.