The bank for a changing world

We are looking for

Assistant Helpdesk Manager

Apply REF: LON1267

The role


Responsible for supervising the day to day delivery of an effective help desk service to a wide range of internal and external customers.

Key deliverables 

  • Provide best in class customer service to internal and external customer base
  • Maintain regular and effective communication with clients and tenants
  • Manage staff, ensuring all people related policies and procedures are followed
  • Manage the help desk rota to ensure adequate staffing
  • Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business
  • Monitor works conducted/service provided by suppliers
  • Audit and inspect supplier delivery
  • Measure and report supplier performance against agreed SLAs
  • Attend supplier meetings representing help desk function
  • Prepare management reports for a variety of stakeholders and attend/chair management meetings as required
  • Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR
  • Administer the database to ensure currency
  • Review and revise procedures and associated process maps
  • Control the approved service provider list (ASPL) for the department
  • Ensure all relevant work requests received are logged correctly and timelessly, then transmitted to the correct supplier, and that follow ups are conducted as appropriate
  • Complete administrative tasks as required to include use of systems, filing, inventory management etc.
  • Deputise for the Help Desk Manager in their absence  

Person specification 


  •   Managing Safely – accredited by IOSH (essential)  


  • Previous experience in a similar role
  • Understanding of commercial leases and the landlord and tenant relationship
  • Good understanding of service charge budgets and accounting principles
  • Management of in-house and supplier staff
  • Management of supplier relationships 
  • Good health and safety and environmental knowledge 
  • Good mechanical and electrical services knowledge 
  • Excellent English language skills – both written and spoken 
  • IT literate – MS Office, Crystal, QFM and Visio at intermediate level 

BNP Paribas Real Estate is proud to be an inclusive employer, as recognised by our RICS Inclusive Employer status and the Stonewall Equality Index.

Primary Location: GB-ENG-LondonJob Type: Standard / PermanentJob: FINANCIAL AND TECHNICAL EXPERTISEEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsSchedule: Full-time Behavioural competency: Attention to detail / rigorTransversal competency: Ability to develop others & improve their skills