Overview
Out of Hours Helpdesk Support Jobs in London, England, United Kingdom at Facewatch
Title: Out of Hours Helpdesk Support
Company: Facewatch
Location: London, England, United Kingdom
At Facewatch, we help retailers and communities prevent crime through technology, intelligence sharing and rapid response. Our platform supports hundreds of sites across the UK, and keeping it running smoothly, even outside normal working hours, is critical.
We’re now looking for a dependable Out of Hours Helpdesk Operative to support our customers during evenings, nights, weekends and bank holidays.
As our Out of Hours Helpdesk Operative, you’ll be the first point of contact for urgent issues when the core team is offline. You’ll respond to incoming support requests, log and triage incidents, and escalate issues in line with Facewatch procedures and SLAs.
This is a remote role, ideal for someone who is calm under pressure, organised, and comfortable working independently.
Duties:
- Responding to out‑of‑hours support calls, emails and tickets
- Monitoring systems, alerts and dashboards during assigned shifts
- Logging, updating and managing helpdesk tickets accurately
- Assessing severity and prioritising incidents appropriately
- Escalating urgent or critical issues to on‑call teams and partners
- Providing clear, professional updates to customers and internal teams
- Keeping detailed records of actions taken and outcomes
- Following Facewatch escalation, security and data protection processes
What We’re Looking For:
Essential:
- Previous experience in a helpdesk, service desk, call centre or support role
- Confident working alone and making decisions out of hours
- Strong communication skills (written and verbal)
- Good IT literacy and experience using ticketing systems
- Excellent attention to detail and reliability
- Flexibility to work evenings, nights and weekends on a rota basis
Desirable:
- Experience supporting technical platforms or SaaS applications
- Familiarity with incident management, SLAs or escalation processes
- Previous on‑call or out‑of‑hours support experience
Personal Qualities
- Calm, professional and methodical
- Customer‑focused with a problem‑solving mindset
- Trustworthy and discreet with sensitive information
- Organised and highly dependable
