Service Desk Officer

Overview

Our Customer - Olympia. Ensure all your application information is up to date and in order before applying for this opportunity. 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, with new spaces alongside heritage halls, including British Airways ARC (a 3,800-capacity live music venue), the British Airways Theatre, two hotels, 30 restaurants and eateries, a new co-educational senior school, a boutique gym, 550,000 sq.

ft of offices, and new public spaces for visitors.

Benefits include flexible financial support, ongoing training and career development, quality kit and uniform, fully funded SIA top-up training, an Employee Assistance Program for wellbeing, refer a friend scheme, long service awards, and excellent hourly pay rate.

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. 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 licensed 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 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 logs of all key transactions with details such as time, recipient, purpose, and return status.
• Report lost, damaged, or unreturned keys to the Control Room and escalate according to estate security policy.
• Permit-to-Work (PTW) Administration:
  Review, issue, and log work permits for contractors and vendors; verify 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 check-in and verification for contractors and authorised service providers; issue temporary access passes and brief personnel on safety, security, and safeguarding protocols; maintain real-time awareness of contractor locations and activities.
• Service Desk Operations & Communication:
  Act as a central point of contact for back-of-house operational queries; log and triage service requests; maintain professional communication with internal departments, contractors, and the Control Room.
• Compliance & Documentation:
  Ensure all service desk operations comply with safeguarding and access control policies; maintain accurate records for audit and compliance purposes.
• Emergency Support & Incident Response:
  Provide 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 and digital tools to coordinate with mobile teams and estate departments.
• Professional Standards & Training:
  Uphold Olympia London’s standards of conduct, confidentiality, and customer service; participate in regular training on access control, permit systems, emergency procedures, and estate-specific protocols.

• Able to work independently and as part of a team in a fast-paced environment.
• SIA Door Supervisor licence…