Role Overview
This is an excellent opportunity for an organised and customer-focused Helpdesk Coordinator to join a busy service and maintenance environment. The successful candidate will play a key role in coordinating reactive and planned maintenance activities, ensuring jobs are logged, allocated, progressed and completed within agreed timescales.
Working closely with engineers, customers, suppliers, subcontractors and the Operations team, the Helpdesk Coordinator will manage day-to-day service requests, engineer planning and work allocation while monitoring SLAs and maintaining accurate job and contract records.
Key Responsibilities
- Act as a key point of contact for customers, engineers, suppliers and subcontractors regarding service and maintenance requests.
- Log customer requests accurately and create jobs within the service management system.
- Manage the Service Desk inbox, prioritising and responding to incoming requests.
- Plan and allocate reactive maintenance works to mobile engineers and subcontractors.
- Coordinate planned preventative maintenance (PPM) visits in line with contract schedules.
- Manage engineer workloads, allocating jobs based on priority, location and availability.
- Monitor jobs from initial request through to completion, ensuring progress is accurately recorded.
- Issue work orders and job information to field-based engineers.
- Liaise with customers regarding appointments, progress updates and completion of works.
- Monitor SLA performance and ensure works are progressed within contractual timescales.
- Identify and escalate potential SLA breaches or operational issues.
- Compile quotations for remedial works identified through engineer reports and subcontractor quotations.
- Raise purchase orders for materials, parts and subcontractor works.
- Coordinate parts and materials with suppliers to support planned and reactive works.
- Monitor customer spend limits and obtain additional authorisation where required.
- Progress completed jobs through to closure, ensuring all required documentation is received and recorded.
- Maintain accurate job, service and contract records.
- Produce reports on open jobs, work status, SLA performance and outstanding actions.
- Participate in WIP reviews and support the effective management and reduction of outstanding works.
- Check engineer timesheets and job information for accuracy.
- Provide wider coordination and administrative support to the Operations team as required.
Skills & Experience
- Previous experience within a Helpdesk Coordinator, Service Coordinator, Maintenance Coordinator or similar position.
- Experience within facilities management, building services, engineering or maintenance would be advantageous.
- Strong experience coordinating engineers, subcontractors or field-based teams.
- Excellent customer service and telephone skills.
- Strong planning and organisational abilities with the confidence to manage multiple priorities.
- Ability to work effectively within a fast-paced environment and respond to changing requirements.
- Excellent attention to detail and accurate record-keeping skills.
- Strong communication skills with the ability to build effective relationships with customers, engineers and contractors.
- Good working knowledge of Microsoft Office, including Word, Excel and Outlook.
- Experience using service management, CAFM or job scheduling systems would be beneficial.
- Proactive approach with the ability to work independently and as part of a wider team.
Offering
- Salary £26,734 per annum.
- Full-time, permanent position.
- Working hours: Monday to Friday, 8:00am – 4:30pm.
- Based in Loanhead.
- 30 days holiday entitlement, increasing after 2 years’ service.
- Company pension scheme.
- Health Shield.
- Employee benefits and rewards scheme.
- On-site parking.
- Supportive working environment within an established service and maintenance operation.
