Service Desk Officer

Carlisle Support Services Group; Carlisle; On-site; GBP 20,000 - GBP 30,000; Full time

Job summary

A leading security services provider is seeking a Service Desk Officer to manage access and control within the estate. This role involves issuing and tracking keys, coordinating access for contractors, and maintaining compliance with security policies. Candidates should possess an SIA Door Supervision licence and have experience in customer-facing roles. This position is vital for ensuring safety and security while providing excellent service to clients and visitors.

Benefits

Flexible financial support

Ongoing training and career development

Employee Assistance Program

Refer a Friend Scheme

Recognition awards

Qualifications

• SIA Door Supervision licence holder.
• 5 years checkable work and address history.
• Experience in customer-facing roles.

Responsibilities

• Manage access and control within the estate.
• Issue and track physical and digital keys.
• Coordinate with departments for safe access.

Skills

Customer service

SIA Door Supervision licence

Team collaboration

Attention to detail

Communication skills

Tools

Key management software

Permit-to-Work systems

Job description

Overview

Our Customer - Olympia

We are proud to be working with Olympia, one of London’s most ambitious regeneration projects. The £1.3 billion transformation will turn Olympia into a showcase for the remarkable and the extraordinary.The transformed destination will add new spaces alongside its existing heritage halls, including British Airways ARC, a new 3,800-capacity live music venue managed by AEG Presents; the British Airways Theatre, London’s largest purpose-built theatre in almost 50 years, managed by Trafalgar Entertainment and The Shubert Organization; two hotels operated by citizenM and Hyatt Regency; 30 restaurants, bars and eateries; Wetherby Pembridge, a new co-educational senior school; a boutique gym by 1Rebel, 550,000 sq.ft of offices boasting some of the largest terraces in London, as well as new public spaces for visitors to enjoy.

The Benefits

• Flexible financialsupportwith instant access to earned and authorised wages.
• Full induction, ongoing training, and structured career development to help you thrive in your role.
• Quality kit and uniform – so you feel comfortable and can perform your role effectively.
• Fully funded SIA top-up training from our own team of in-house trainers.
• Employee Assistance Program –supportingyour mental, physical, andemotionalwellbeing at all times.
• Refer a Friend Scheme – earn £100 for every person you refer who starts with us.
• Long service and recognition awards - celebrating your achievements.
• Excellent hourly pay rate

Role Overview

The Service Desk Officer manages key access and control within the estate, ensuring adherence to access permissions and audit protocols.They issue, track, and recover physical and digital keys, administer the Permit-to-Work system, and coordinate with relevant departments for safe access and supervision of works.Additionally, they act as a central point of contact for operational queries, maintain communication with internal departments and contractors, and support emergency procedures.

As part of a skilled team of SIA licenced security and customer service professionals, you will be motivated, approachable, flexible, and dependable.You will demonstrate service excellence through all interactions with stakeholders, including our customer, resident businesses, and members of the public.This role is about more than just security; it’s about making a difference through supporting our customers in their local community. Providing a warm welcome, reassuring presence, and creating a safe environment for all.

Key Responsibilities

Key Management & Access Control

• Issue, track, and recover physical and digital keys using the estate’s key management system, ensuring strict adherence to access permissions and audit protocols.
• Maintain accurate logs of all key transactions, including time, recipient, purpose, and return status.
• Report lost, damaged, or unreturned keys immediately to the Control Room and escalate in accordance with estate security policy.

Permit-to-Work (PTW) Administration

• Review, issue, and log work permits for contractors and vendors conducting maintenance, installations, or inspections within the estate.
• Verify contractor credentials, insurance, and risk assessments prior to permit issuance.
• Coordinate with Facilities, Security, and relevant departments to ensure safe access and supervision of works.

Contractor & Visitor Coordination

• Manage the check-in and verification process for contractors and authorised service providers entering back-of-house areas.
• Issue temporary access passes and ensure all personnel are briefed on relevant safety, security, and safeguarding protocols.
• Maintain real-time awareness of contractor locations and activities across the estate.

Service Desk Operations & Communication

• Act as a central point of contact for back-of-house operational queries, including maintenance requests, access issues, and logistical coordination.
• Log and triage service requests using the estate’s facilities or incident management platform, escalating as required.
• Maintain clear and professional communication with internal departments, contractors, and the Control Room.

Compliance & Documentation

• Ensure all service desk operations comply with estate-specific safeguarding and access control policies
• Maintain accurate digital and physical records of all transactions, permits, and communications for audit and compliance purposes.

Emergency Support & Incident Response

• Support emergency procedures by providing access logs, keyholder information, and contractor locations to the Control Room or emergency services.
• Assist in lockdowns, evacuations, or containment procedures affecting back-of-house areas.

Technology & Systems Use

• Operate key management systems, visitor/contractor management platforms, and permit-to-work software.
• Use radios, intercoms, and digital communication tools to coordinate with mobile teams and estate departments.

Professional Standards & Training

• Uphold Olympia London’s standards of conduct, confidentiality, and customer service in all interactions.
• Participate in regular training on access control, permit systems, emergency procedures, and estate-specific protocols.

Skills & Experience

• Able to successfully work independently and as part of a team in a fast-paced environment.
• SIA Door Supervision licence holder.
• 5 years checkable work and address history.
• Experienced in customer-facing roles and busy working environments.
• A team player, flexible and supportive, putting team goals first.
• Effective people skills, able to interact with colleagues, customers, and members of the public in a positive and professional manner.

Key Behaviours and Competencies

• Ability to remain calm under pressure.
• Attention to detail.
• Friendly, approachable, and professional in all interactions.
• Keen to learn, grow, and contribute to a positive team culture.
• Punctual, dependable, assured, and smart in appearance.
• Enthusiastic and motivated to do a great job.

Previous experience in a Service Desk role is important, but what’s just as important is your enthusiasm and willingness to learn. We will provide all the training and support you need to succeed. Our goal is to help you to become a skilled and valued member of the Carlisle team that supports Olympia.

About Us

We’re proud to work with some of the UK’s most iconic brands. Our venues, include Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, and BBC StudioWorks. Join over 5,000 team members delivering security, events, cleaning, and facilities services across the UK.

We’recommitted to creating a diverse andinclusive workplace where everyone can thrive.We welcome applications from parents returning to work, career changers, and those with a passion for making a difference.

Equality, Diversity, and Inclusion

At Carlisle, Equality, diversity, and inclusion is a core focus in all areas of employment. This includes recruitment and selection, training and development, and promotion. We actively encourage applications from underrepresented groups. We judge all candidates solely on merit and ability.

We employ amazing individuals from all races, genders, sexual orientations, and religions. We have a culture where employees can feel appreciated and valued at work. This culture is free from unlawful or unfair discrimination and values diversity.

We always treat each other fairly and withdignity and respect. Creating an environment where we can all do something amazing for the company and ourselves.

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