Criterion Capital is a leading London-based real estate investment and management company, specialising in the ownership and operation of high-profile buildings across the West End and Central London.
Our portfolio spans office, retail, mixed-use and residential properties, all managed to the highest standards of performance and service.
Within this, Criterion Hospitality – Residential focuses on delivering exceptional living experiences through operational excellence, proactive facilities management, and outstanding resident support.
The Role
We are seeking an organised and proactive Helpdesk Administrator to join our Residential team.
In this vital role, you'll be responsible for coordinating maintenance requests, managing engineer schedules, and ensuring residents and contractors receive timely, professional communication and support.
You'll work in a fast-paced environment, supporting live service contracts and contributing to the seamless running of our residential portfolio.
Key Responsibilities
Receive and log all maintenance and repair requests via our job management system (MiQ).
Assign jobs to engineers based on urgency, availability, and location.
Track progress and follow up to ensure timely completion and accurate updates.
Communicate with residents, contractors, and site teams to coordinate access and confirm completion.
Prepare and issue quotations for approval.
Maintain accurate documentation for Facilities Management reviews.
Escalate issues where progress or access is delayed.
Produce weekly status reports and dashboards for the Senior Facilities Manager.
Key Attributes
Strong technical and IT skills, including use of job management or CRM systems (MiQ, Yardi, or similar).
Excellent organisational and multitasking ability — accuracy and attention to detail are essential.
Effective communicator with strong customer service focus.
Confident working under pressure in a busy helpdesk or maintenance support environment.
Collaborative, team-oriented approach with the ability to coordinate multiple stakeholders.
KPIs (Measured Monthly)
Jobs opened and assigned within 2 hours of receipt.
90% of jobs updated within 48 hours.
Quotes issued within 2 working days.
No jobs pending without action for more than 3 days.
Weekly dashboard issued with WIP, quotes, and issue summaries.
Experience Required
Previous experience in a helpdesk, scheduling, or maintenance coordination role.
Familiarity with FM or property management systems.
Strong communication skills (verbal, written, and internal escalation).
Highly organised, detail-driven, and proactive.
