The bank for a changing world

We are looking for

Helpdesk Operator - 12 month FTC - London

Apply REF: LON1379

The role

Responsible for 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
  • 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
  • Measure and report supplier performance against agreed SLAs
  • Attend supplier meetings representing help desk function
  • Prepare reports for a variety of stakeholders
  • Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR
  • Update the database to ensure currency
  • 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.
  • Ensure Helpdesk is switched to the out of hours supplier on a daily basis
  • Assist the Helpdesk Supervisor as and when required
  • Carry out any other additional duties as required, or directed by the FM Management Team



  • May have cost control responsibilities
  • Has an awareness of wider team or department budget

Clients and Business Development

  • Is courteous and responsive to clients (internal and external)
  • Works within clearly defined, well established processes under regular supervision
  • Consults more experienced colleagues on more difficult or novel situations 


  • Active team player
  • Shares information with colleagues and others through team meetings, databases, filing systems, etc.
  • May manage a small team of administrative employees
  • Shares expertise with colleagues
  • Proactively communicates to colleagues and others

Systems and Process

  • Solves problems by following well-defined processes and precedents
  • Authority limited to prioritisation of daily tasks and decisions made according to clear process
  • Is conscious of and takes steps to protect the interests of BNP Paribas Real Estate, employees and reputation
  • May contribute to BNP Paribas Real Estate projects

Person specification


  • Previous experience in a similar role
  • Understanding of commercial leases and the landlord and tenant relationship
  • Understanding of service charge budgets and accounting principles
  • 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 and QFM 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 inspire others & generate people's commitment