Helpdesk Coordinator

Looking for a fresh start in 2021? Our client is looking for a Helpdesk Coordinator to join a busy, expanding team on a educational contract in North London - the successful candidate will ideally come from a facilities management background and have experience working under pressure and against rapidly changing demands and priorities.

The successful candidate will join a multi-disciplined team, covering several buildings in small proximity providing support to other areas of the business when required.

Job Responsibilities:

• Efficiently manage and schedule operative works based on client locations
• Respond to service calls from Helpdesk and assign jobs to engineers
• Act on emergency/reactive work requests
• Ensure job board is maintained accurately daily
• Regular liaison with engineers to monitor daily schedule planned activity is up to date
• Amend schedules to cope with any reported discrepancies from plan
• Escalate any service failings immediately to the operations and commercial teams
• Timely escalation of any issues to the appropriate management team
• Work with the head of operations in solutions to improve the CRM and job board system
• Liaise with contract manager and clients
• Prepared to work flexibly to deal with emergency demand for evening/weekend work on occasions

• Ability to establish and maintain good client relationships both internally and externally
• Previous working knowledge of planning work schedules
• Previous experience within the FM industry (essential)
• Excellent communication skills (verbal and written)
• Ability to develop effective working relationships across management and staff
• Ability to deliver quality results under pressure and prioritize work
• Capable of delegating duties and tasks to other staff
• Competence in Microsoft Office products especially Outlook, Word and Excel
• Excellent time management skills