Help Desk Operative X 2

Help Desk Operative

Job Number: HCAA02983

Agreement Type: Fixed Term / Secondment

Work Pattern: Full Time

Contracted Hours: 36

SCP Range: £44,937 - £45,852

Fixed Term contract / Secondment Opportunity for 12 months

Help Desk Operative X 2

The London Borough of Hackney is seeking two skilled and customer focused Help Desk Operatives to join our Corporate Hard Facilities Management team. This role is essential in supporting the delivery of planned preventative maintenance, compliance, Hard FM and Soft FM services across the Council’s extensive infrastructure.

You will act as the first point of contact for all FM related queries, playing a critical role in the management of our 900+ sites. Operating within the Concerto CAFM system, you will serve as the primary link between customers, stakeholders, and our maintenance teams. This is a high volume, dynamic environment where your technical expertise and ability to manage conflicting priorities will ensure that Hackney Council can effectively deliver services and meet its corporate objectives.

Key Responsibilities:

- System Management: Act as an expert user of the Concerto CAFM system, ensuring all asset information is comprehensive, accurate, and quality assured.

- Incident & Request Handling: Manage all incoming requests across all contact mediums (calls, emails, etc.), ensuring they are logged accurately against the correct job types and assigned to the appropriate resolver groups.

- Service Coordination: Oversee the lifecycle of service requests, including monitoring resolution activity, coordinating with contractors, and keeping clients informed of progress.

- Possible Out of Hours Support: Provide reliable coverage, including the possibility of out of hours weekdays and weekends, managing ‘On-Call’ escalations for critical events to maintain business continuity.

- Reporting & Compliance: Produce detailed reports on asset, site, and compliance data to support continuous service improvement and meet agreed SLAs.

What we are looking for:

- Experience working in a Help Desk environment interfacing between customers and supply chain maintenance teams.

- Proficiency with CAFM systems (preferably Concerto) and database management.

- Excellent communication skills and the ability to demonstrate active listening, professionalism, and structured information presentation.

- A proactive, organised individual who can thrive in an environment of constant change.

- Flexibility to work a full time shift pattern that includes weekends and out of hours service.

Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values.

Over the past twenty years, the Council has built up first-class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti-racist borough. But the work doesn’t stop there, we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

This application process replaces a supporting statement.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

Closing date for applications: 19 July 2026 (22:59)

Interview and assessment date: W/C 03 August 2026

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk