Helpdesk Co-ordinator

The Helpdesk Co-ordinator is responsible for managing the day-to-day operation of the service helpdesk, ensuring that all incoming maintenance and service requests are logged, prioritised, and resolved efficiently. The role acts as the central communication hub between clients, engineers, contractors, and management to ensure smooth service delivery and high customer satisfaction.

Key responsibilities

Service Management

• Receive, log and manage incoming service requests via phone and e-mail.
• Prioritise and allocate jobs to appropriate engineers or contractors based on urgency and skill set.
• Monitor progress of open jobs and ensure timely completion in line with agreed SLAs (Service Level Agreements).
• Maintain accurate and up-to-date records in the helpdesk database.
• Escalate high-priority or unresolved issues to management when required.

Communication & Coordination

• Act as the first point of contact for clients, tenants, or internal departments regarding maintenance or service issues.
• Liaise with engineers, suppliers, and contractors to coordinate work schedules and access requirements.
• Provide clear updates to customers on job progress, estimated completion times, and resolutions.
• Support reporting and feedback loops to improve service efficiency.

Administration & Reporting

• Generate daily, weekly, or monthly performance reports (e.g., job volumes, response times, SLA compliance).
• Maintain accurate asset and service records.
• Assist with invoicing, purchase orders, and contractor documentation where applicable.
• Support continuous improvement initiatives and contribute to team meetings., Reporting into the Helpdesk Manager. You will be the first point of contact for the business making you an integral part of the business. Your main role is to connect and link all aspects of the business together by working alongside our managers, engineers, clients, suppliers and sub-contractors.

• Minimum 1 years' experience in a helpdesk, service coordination, or customer service role.
• Experience within facilities management.
• Proficient with Microsoft Office (Excel, Outlook, Word) and helpdesk or CAFM software (e.g., Concept, Clik, PlanRadar, ServiceNow) is desirable but not essential.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong organisational and multitasking abilities.
• High attention to detail and accuracy in data entry.
• Ability to remain calm and professional under pressure.
• Customer-focused with a positive, proactive attitude.
• Team player who can also work independently., To be the successful candidate you need to be passionate about working with people. Be innovative and possess a can-do attitude. You must be a confident and reliable person with a good work ethic. You must possess excellent communication and organisation skills and be able to multi-task in a busy environment. You should be computer literate: (Word & Excel - please note training will be given on our bespoke system). You need to always be always assertive and calm.

• Office-based role, Monday-Friday.
• Fast-paced environment with multiple priorities.
• May involve liaising with on-site teams or external suppliers.

Performance Indicators

• Response and resolution times v SLA's.
• Customer satisfaction ratings.
• Accuracy and completeness of job logging and reporting.
• Communication quality and professionalism.

Your new company, This is a great opportunity within the building and maintenance Industry. The role is permanent and pays between £26,000 - £28,000 per annum depending upon experience.

Based in our Uckfield East Sussex office. Permanent, full-time

UK Facilities Solutions is a growing operator within the building and maintenance sector. We pride ourselves on being customer centric and delivering a fantastic range of services to our clients. As our company continues to grow, we require talented and career driven professionals to help us reach our goals. We are now looking to recruit a Helpdesk Coordinator to join us based in our Uckfield East Sussex Office during this new phase of growth.