Helpdesk Operative
Location: Southern Water Fixed Sussex (phone number removed), BN13 3NX
Job Type: Full-Time
About the Role
We are seeking a proactive and customer-focused Helpdesk Operative to join a busy Facilities Management team supporting a major utilities contract. This is an excellent opportunity for an organised professional who thrives in a fast-paced environment and enjoys delivering outstanding customer service while coordinating maintenance activities.
As the first point of contact for clients and stakeholders, you will be responsible for accurately logging reactive maintenance requests, managing work orders, monitoring service levels, and ensuring tasks are allocated correctly and efficiently.
Key Responsibilities

• Receive and process maintenance requests via phone, email, and helpdesk systems.
• Log all reactive and planned maintenance requests accurately within the CAFM system.
• Ensure correct prioritisation and allocation of tasks in line with contractual SLAs.
• Coordinate with schedulers, engineers, and subcontractors to ensure timely completion of works.
• Raise purchase orders for ad-hoc maintenance requirements where necessary.
• Maintain accurate records, including job details, locations, photographs, and supporting documentation.
• Respond professionally to customer queries and provide regular updates on job progress.
• Monitor helpdesk inboxes and ensure all requests are actioned within agreed timescales.
• Build and maintain strong relationships with internal teams, clients, and suppliers.
• Support continuous improvement initiatives and contribute to operational excellence.

• Previous experience within a Helpdesk, Service Desk, Facilities Management, or Maintenance Coordination environment.
• Experience using CAFM systems such as Planon, Maximo, Concept, TRIRIGA, Concerto, or similar.
• Strong administrative and organisational skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and customer service skills.
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.
• Experience working to Service Level Agreements (SLAs).
• A positive, flexible, and proactive approach to work.

• Facilities Management or Property Services background.
• Experience coordinating engineers, contractors, or maintenance teams.
• Purchase Order processing experience.
• Knowledge of reactive and planned maintenance processes.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.