Operations Support – Facilities Administration

Operations Support – Job Description

Version: March 2026 (V1)

Review Date: March 2027

Reports To: Senior Management

Role Summary

The Operations Support role is a key function within the organisation, responsible for supporting planned, preventative, and reactive maintenance, as well as quoted works across a client base.

This position serves as the central point of contact for all facilities-related queries, ensuring efficient handling of helpdesk service requests, timely issue resolution, and high levels of customer satisfaction. The role involves close coordination with internal teams, contractors, and stakeholders.

Key Responsibilities

Helpdesk Operations

Act as the first point of contact for all facilities-related requests (soft and hard FM).

Log, track, and manage service requests using a CAFM/helpdesk system.

Prioritise and assign jobs based on urgency and SLA requirements.

Pricing & Commercial Management

Prepare and issue quotes for planned and reactive works.

Track costs and labour to ensure commercially profitable delivery.

Create and dispatch work orders to internal teams or external contractors.

Monitor job progress and ensure timely completion.

Close jobs accurately with appropriate documentation.

Customer Service

Provide timely updates to clients and stakeholders.

Handle queries, complaints, and escalations professionally.

Maintain high levels of customer satisfaction and service delivery.

Coordination & Communication

Liaise with engineers, technicians, and service providers.

Coordinate planned and reactive maintenance activities.

Arrange required equipment and machinery.

Reporting & Administration

Maintain accurate records of helpdesk activity.

Generate reports on KPIs, SLAs, response times, and performance.

Support audits and compliance requirements.

System & Process Management

Ensure data accuracy within CAFM/helpdesk systems.

Identify and implement process improvements.

Support the implementation of new systems and procedures.

Additional Responsibilities

Support the preparation and coordination of tender submissions, ensuring accuracy and compliance with client requirements.

Assist with sales pipeline governance, including pricing validation and bid quality assurance.

Qualifications (Desirable)

Background in Facilities Management or Business Administration.

Relevant customer service or FM certifications.

Understanding of SLAs, KPIs, and compliance standards.

Skills & Experience

Previous experience in a helpdesk, customer service, or facilities management role.

Familiarity with CAFM systems (e.g., Concept, Maximo, ServiceNow).

Strong organisational and multitasking skills.

Excellent communication and interpersonal abilities.

Ability to prioritise workload in a fast-paced environment.

Proficient IT skills, particularly in Microsoft Office (especially Excel).

Professional Expectations

All clients, staff, and external stakeholders should be greeted in a warm, friendly, courteous, and professional manner at all times