Service Desk Coordinator

We are seeking a proactive and organised Service Desk Coordinator to support the delivery of maintenance and facilities services across our client portfolio. The successful candidate will act as the first point of contact for clients and engineers, ensuring that all service requests are logged, scheduled, and completed efficiently in line with service level agreements (SLAs)., * Act as the first point of contact for all incoming service requests via phone, email, and CAFM system

• Log jobs accurately, ensuring correct priority, asset details, and scope of works
• Schedule and dispatch engineers in line with SLAs and contractual requirements
• Monitor job progress from allocation through to completion
• Liaise with engineers, subcontractors, and clients to provide updates and resolve issues
• Ensure all documentation, job sheets, and reports are completed and uploaded correctly
• Raise purchase orders and manage subcontractor attendance where required
• Track and report on KPIs such as response times, completion rates, and backlog
• Escalate urgent or high-risk issues to management promptly
• Maintain accurate records within the CAFM/helpdesk system

• Previous experience in a service desk, helpdesk, or coordination role (ideally within Facilities Management or Engineering)
• Strong organisational and time management skills
• Excellent communication skills, both written and verbal
• Ability to prioritise workload in a fast-paced environment
• Experience using CAFM systems (e.g. Concept, Maximo, JobLogic, or similar)
• Good working knowledge of Microsoft Office (Excel, Outlook, Word)
• Customer-focused with a professional and proactive approach

Desirable

• Experience working within FM, building services, or maintenance environments
• Understanding of SLAs, KPIs, and reactive vs planned maintenance
• Knowledge of compliance-related works (e.g. HVAC, electrical, water hygiene)

• Competitive salary
• Opportunities for progression within a growing business
• Supportive team environment
• Training and development opportunities

Pay: £27,000.00-£31,000.00 per year

Benefits:

• Company pension
• Free parking
• Gym membership