Base Location: Floor Equans Office - Building 30 , West Middlesex University Hospital, TW7 6AF
Salary: £12.79
Working pattern: 40hr/week - 5 days Working.
EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.
This role provides on-site Service Desk support at West Middlesex University Hospital, ensuring smooth communication and efficient handling of facilities management requests. The position involves logging and managing maintenance calls, supporting planned maintenance activities, and providing administrative and reception support to the Estates Department. The role requires maintaining accurate records, assisting with reporting, and ensuring a high standard of customer service for both internal and external stakeholders. The Service Desk Assistant also supports weekend and holiday cover, contributes to continuous team development, and ensures compliance with company Health & Safety, Quality, and training policies.
Key Responsibilities:
- Handle incoming calls, log them on the FM Support System, and communicate updates between operational teams and end users/customers.
- Support planned maintenance by managing job dockets, updating records, and ensuring accurate system entries.
- Provide comprehensive administrative and reception support, managing telephone, written, and in-person enquiries professionally.
- Assist in preparing and maintaining reports, documents, and other records while ensuring confidentiality and accuracy.
- Deliver high-quality service by supporting the Service Desk Supervisor and coordinating with internal and external contractors.
- Provide Service Desk cover during weekends, national holidays, and staff absences, including occasional night shifts when required.
- Participate in team development through meetings, toolbox talks, and regular feedback to enhance service performance.
- Manage on-site car parking activities, including intercom responses and issuing parking documentation.
- Ensure compliance with company policies, Health & Safety standards, and Quality objectives across all tasks.
- Undertake other reasonable duties within the Estates Department / Service Desk and complete all required company training.
Key Skills / Requirements:
- Strong communication skills (telephone, written, and face-to-face).
- Excellent organisational and administrative abilities.
- Ability to handle multiple enquiries efficiently and maintain confidentiality.
- Good IT literacy, including familiarity with service desk or facilities management systems (e.g., FM Support System).
- Customer service-oriented with a professional and approachable manner.
- Flexible and reliable, with the ability to provide shift and holiday cover (including weekends/nights if needed).
- Team player with willingness to contribute to meetings and continuous improvement initiatives.
- Understanding of Health & Safety and Quality Policy compliance.
- Ability to work independently under supervision and handle responsibility effectively.
What happens next?
Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.
