Helpdesk Coordinator

Helpdesk Co-ordinator providing first-line support to our Facilities Management contracts. You'll be the hub for telephone and email enquiries, coordinating planned and reactive maintenance for our contracts and ensuring day-to-day operations run smoothly. This is an office-based role where priorities can change according to business needs, so we're looking for someone who is organised, calm under pressure and service-focused.

What You'll Be Doing:

Manage helpdesk email inboxes and incoming telephone calls (Helpdesk and individual contract accounts).

Coordinate and schedule reactive jobs and planned preventative maintenance (PPM).

Allocate tasks to directly employed engineers and subcontractors and follow up to ensure completion within target dates.

Liaise with subcontractors and suppliers, chase actions and issue purchase orders.

Respond to facilities queries and resolve complaints in a professional and timely manner.

Record daily updates, reports and notes in the client's system/CAFM and clear previous day's report sheets unless escalation is required.

Support the operations team with administrative tasks and cover as required to maintain service continuity.

Participate in HSQE processes by logging incidents/near misses and supporting site safety communications.

Previous experience working within a helpdesk team or in a Facilities Management role.

Strong customer service skills and the ability to work effectively in a fast-paced environment.

Self-motivated, punctual and able to use your own initiative with a high level of attention to detail.

Able to work well as part of a team, including covering breaks, annual leave and short-term sickness.

Excellent IT skills - confident with MS Office (Word, Outlook, Excel) and MS Teams; able to use CAFM or digital job-recording systems.

Good written and verbal communication skills and a positive, professional attitude.

Desirable (but not essential):

Experience of working with CAFM systems and logging job evidence.

Previous experience supporting Borough Council or public-sector FM contracts.

Experience issuing POs and dealing with suppliers / subcontractors.

Any FM or administration qualification or customer service training.