This critical role is key to the successful and profitable delivery of services to Chiltern Railways. You’ll be the central hub, scheduling the service delivery team, logging and managing reactive faults, and ensuring their resolution through our supply chain partners or frontline team. The perfect candidate will have excellent organisational skills, a keen eye for detail, and a solid ability to multitask seamlessly in a fast-paced environment.

Key Accountabilities

Schedule Management

• Schedule frontline staff using the chosen time and attendance system in accordance with the contractual requirements
• Ensure adequate staff coverage for all shifts, proactively arranging cover for absences and holidays in partnership with the operational management
• Ensure all shifts are arbitrated promptly on the time and attendance system
• Ensure all staff acknowledge and confirm their acceptance of an allocated shift

Helpdesk Administration

• Act as the first point of contact for all faults and/or SQR failures
• Log, prioritise, and assign helpdesk tickets to appropriate facilities staff or chosen supply chain partners
• Monitor the progress of the helpdesk tickets, ensuring all stakeholders are kept informed and the tickets are resolved within the agreed SLAs/KPIs
• Ensure accurate data is entered into the ticketing system to allow accurate reporting of the helpdesk activity

Communication and Coordination

• Liaise with internal departments and external contractors to ensure accurate and timely passage of information and smooth coordination of facilities activities
• Provide administrative support when required to support the effective delivery of the service
• Assist in the planning and execution of facilities projects and events

Compliance and Documentation

• Ensure supply chain partners have the correct documentation before attending the site
• Ensure compliance certification and service reports are logged on the helpdesk system
• Ensure that all staff involved in the delivery of the service have the correct, training and competencies for the role and/or task assigned and ensure that refresher training is booked as and when required

Qualifications and Skills

Experience

• Proven experience in a Helpdesk role, preferably within facilities management or a similar field
• Experience managing staff rotas and coordinating helpdesk operations

Skills

• Excellent organisational and time management skills
• Strong communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Proven ability to use software systems for staff management and helpdesk functions
• Ability to multitask and prioritise workload in a fast-paced environment
• Detail-oriented with a high level of accuracy
• Knowledge of health and safety regulations is desirable

Working Conditions

• A full-time position based in Telford working Monday to Friday
• Occasional out-of-hours work may be required to cover emergencies or on-call rotas

Application Process

Interested candidates should submit their CV along with a cover letter detailing their qualification and experience relevant to the role. Applications should be sent to email address by date.

Job Types: Full-time, Permanent

Pay: £30,000.00 per year

Benefits:

• Company pension
• On-site parking

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: In person