Helpdesk operative

Role Description

This is a full-time, on-site Helpdesk Operative role based in Glasgow. The Helpdesk Operative will respond to incoming calls, emails, and service requests, logging details accurately in the helpdesk system and allocating jobs to the appropriate teams or contractors. The role involves monitoring job progress, updating records, and communicating clearly with clients, colleagues, and suppliers to ensure timely resolution of issues. Daily tasks include maintaining service documentation, following agreed procedures and service-level targets, and escalating complex or urgent problems to senior staff when required. The Helpdesk Operative will also support reporting activities and contribute to continuous improvement of helpdesk processes.

Qualifications

• Strong customer service and communication skills, with the ability to handle high volumes of calls and emails in a professional manner.
• Good IT literacy, including confidence using helpdesk or ticketing systems, Microsoft Office applications, and basic data entry tools.
• Excellent organizational and time-management abilities, with attention to detail when logging, tracking, and updating service requests.
• Problem-solving skills and a proactive approach to resolving issues, including knowing when to escalate to senior team members.
• Experience in a helpdesk, facilities management, property services, or similar environment is beneficial.
• Ability to work effectively in a fast-paced, team-oriented setting and build positive working relationships with internal and external stakeholders.
• Willingness to learn company systems and processes; relevant vocational qualifications or training in customer service or administration are an advantage.