Senior Operator – Service Desk (FM)

About the role

The Senior Operator will run a 24/7 service desk supporting facilities management, minor engineering, and HVAC projects. You will be the first point of contact for all service requests, emergencies, and administrative queries, ensuring timely and accurate handling.

Key responsibilities

• Operate the 24/7 call desk, receive and log all incoming requests and emergency calls.
• Create and process work orders in the CMMS, assign priority levels and route to the appropriate maintenance teams.
• Monitor open work orders, provide status updates to requestors, and maintain accurate records.
• Coordinate emergency response communications during off‑hours, weekends and holidays.
• Generate daily, weekly and monthly call desk reports for management.
• Provide administrative support such as document preparation, filing and correspondence.
• Liaise with maintenance teams to ensure timely response and escalate high‑priority issues.
• Report health, safety, environmental and food‑safety hazards and follow ISO standards.

Required profile

• Diploma in Business Administration, Office Management or a related field.
• At least 1 year of experience in a call centre, helpdesk or administrative support role.
• Fluent English; French is a plus.
• Flexibility to work rotating shifts, including nights, weekends and holidays.
• Strong communication skills and ability to remain composed under pressure.

Required skills

• CMMS (Computerised Maintenance Management System) operation.
• Microsoft Office suite.
• Call centre system handling.
• Helpdesk ticketing software.
• Multi‑line phone system usage.