Helpdesk Co-ordinator

About the RoleWe are seeking a proactive and highly organised Helpdesk Co-ordinator to deliver responsive helpdesk services that support repairs, maintenance and premises support functions across a wide range of environments. You will play a key role in managing workflow, triaging service requests, coordinating tasks with contractors and internal teams, and ensuring service delivery meets agreed KPIs., Coordinate and manage incoming service requests, work orders and help calls using CAFM systems (Concerto) and internal platforms such as ServiceOS.

Prioritise and manage a personal caseload to ensure timely progression of open jobs in line with service KPIs.

Build and maintain strong working relationships with internal teams, contractors and external stakeholders.

Use effective questioning and listening techniques to understand customer needs and direct queries appropriately.

Support the scheduling of routine and planned works.

Manage queries and complaints professionally and ensure follow-up actions are completed.

Assist with business development activity by supporting client officers in arranging or preparing for meetings.

Ensure all work is carried out in accordance with health and safety requirements, policies and procedures.

Significant experience in a similar helpdesk, coordination or facilities management role.

Experience working with subcontractors and within a facilities management environment.

Strong knowledge of relevant legislation, professional guidelines and best practice.

Proven ability to monitor performance and take corrective action where needed.

Ability to manage conflicting priorities, work under pressure and use initiative to resolve issues.

Competent IT skills, including Microsoft Office and specialist systems such as CAFM platforms.

Flexible approach to work, including occasional out-of-hours or weekend support if required.