Service Desk Operative

To support our rapidly growing Facilities team, we are currently recruiting a Service Desk Operative, based at our HQ in Sandhurst. Working with a dynamic, busy environment, and reporting into our Service Desk Manager, you'll deliver an excellent standard of customer service to our external clients and internal business colleagues alike.

Job Title: Service Desk Operative
Reports to: Service Desk Manager
Location: Sandhurst HQ, Surrey
Shift pattern: 40 Hours Monday – Friday (team rotational cover for core hours 7am – 5pm)
Package: Competitive salary (£)
25 Days holiday per annum (excluding Public Holidays)
On site car parking
Flexible working arrangement


• To deliver effective and efficient day to day service to customers when processing telephone calls and emails to the Freidman Facilities Team.
• To provide excellent customer service to our external Client stakeholders and internal business colleagues.
• To manage the CAFM system and undertake compliance related tasks as and when required, respond swiftly to customer requests, queries, complaints & escalations as required.
• To work as part of the Service Desk Team, developing policies and procedures as necessary.
• Answer high volumes of Client e -mails and telephone calls within the agreed target timeframe
• Take ownership of requests through to completion including any progress chasing and liaison with all stakeholders
• Handle requests across both the telephony and email channels, ensuring a quality, responsive service
• Ensure all stakeholders are regularly communicated to on progress of tasks from start through to completion
• Ensure all enquiries and complaints are escalated and communicated to Service Desk Manager as appropriate


• Process all requests via the CAFM system software ensuring a full and documented audit trail
• Work closely with Sub-Contractors, Engineers and Facilities Team to enhance the service delivery
• Maintain CAFM system reports and contract files
• Prepare cost estimates and customer quotations
• Collate and report on statistical information to assist the Account Management team


• Escalate any Health & Safety issues as per processes
• Ensure that Contractor RAMS and risk assessments are in place and are reviewed regularly


• Maintaining holiday rota for the engineering staff
• Recording and monitoring sickness and absence records
• Ordering office stationery supplies
• Coordinating Company fleet records (servicing & maintenance etc.)
• Processing staff expense claims



• Educated to GCSE-level - Essential
• Excellent spoken and written English language - Essential
• Familiar with CAFM or database system - Desirable
• Competent user of all Microsoft Office applications - Desirable


• Experience of dealing with a high volume of customer queries and being able to resolve in a timely and professional manner
• Experience of working to strict deadlines
• Customer Service experience within a Contact Centre or Service desk environment
• Experience of diary management & contractor scheduling
• Experience of dealing with raising purchase orders and tracking financial expenditure
• Understanding of Building services & facilities management
• Basic knowledge of key H&S practices and legislation
• Previous experience coordinating a vehicle fleet
• BIFM / IOSH professional accreditation


• Attention to detail
• Customer focused
• Self-motivated and able to work both as part of a team and on an individual basis
• Ability to management workload and time affectively

Freidman is an equal opportunities employer. Please note that the role description may change in line with the operational requirements of the business or the line manager. In addition, its contents are not intended to be exhaustive. Applications for this role are to be made to

Service Desk Operative