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Facilities Helpdesk Officer


Facilities Helpdesk Officer

  • Homer Road, Solihull

Business Area: Group Services

Brief description

We’re looking for someone with excellent communication skills to join our busy Facilities Help Desk Team on a full-time basis. Reporting directly to the Facilities Manager, the applicant needs to be an effective team player with strong organisational and customer service skills with the ability to build excellent working relationships in a busy environment.

Purpose of the role

In this role, you will be the first point of contact for employees around the group, providing effective responses to customer queries relating to building and asset management. The role is focused on providing an effective help desk service to our customers and directing any queries to the relevant Facilities team. The successful candidate will be required to provide administrative support to enable the Facilities Department to function effectively and efficiently.

Duties and responsibilities

  • To monitor day to day operation of Facilities Help Desk including, Help Desk calls, service desk tickets or emails received relating to buildings or assets and ensuring that queries are recorded accurately and assigned to the relevant team
  • Coordination, reporting and monitoring of faults and take remedial action as required
  • Within the team you will help review and implement streamlined efficient processes
  • Monitoring of Facilities related service tickets ensuring works are carried out within agreed SLAs
  • Provide administration support for projects and quotes as required by Facilities Team and Management
  • Follow core processes and procedures relating to the purchasing of goods and services
  • Responsible for logging and coordination of incident management events including communication updates to the Business as directed by the Facilities Manager
  • Ensure all building related assets are managed throughout their life cycle, including system management, movement and asset disposal.
  • Administration of Car Parking including all employee queries, allocation of spaces and management of the waiting list.
  • Oversee provision of security passes and temporary passes for contractors, staff and new starters. Manage all other issues relating to the starters and leavers process on behalf of Facilities.
  • Provide back up to Front of House Reception
  • Collation of Department statistical information


  • Excellent verbal communication in providing excellent customer service to staff at all levels in the company
  • Excellent organisational skills with the ability to work well under pressure
  • Ability to prioritise multiple tasks and work to tight deadlines
  • A good level of self-motivation and provide a good level of support to colleagues

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics. Previous experience on working on a Help Desk or in a similar role would be ideal but not essential.

Working hours

37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch).


Relevant training will be provided.

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Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.

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