Service Desk Coordinator

RapidTalent Recruitment is hiring on behalf of a well-established commercial HVAC, mechanical, electrical, and facilities management contractor with over 30 years’ experience delivering building services across the North East and beyond. Our client holds long-standing SLA contracts across education, manufacturing, commercial property, transport, and public sector clients., You will sit at the centre of the service delivery operation - the link between clients, field engineers, and management. Every reactive callout, planned maintenance visit, and emergency fault call runs through the service desk. You’ll be coordinating a team of field engineers across active SLA contracts, ensuring jobs are raised, allocated, tracked, and completed efficiently.

Day-to-day responsibilities:

• Raising and allocating reactive and planned maintenance jobs across the engineering team Managing and tracking field engineers to ensure maximum productivity and efficient scheduling Allocating resources with a focus on minimising downtime and maximising output Communicating with clients - providing updates, managing expectations, and handling service queries professionally Completing RAMS, method statements, and all compulsory industry and site-specific documentation Facilitating site inductions and ensuring compliance requirements are met before work commences Creating purchase orders and allocating emergency fault calls with appropriate urgency Tracking and processing engineer timesheets, materials, and supplier orders

Systems used include Tradify, Sage, Microsoft 365, and a purpose-built FM management platform among others. If you’ve spent your career battling clunky legacy software, you’ll appreciate that this company invests in modern tools that actually work.

Essential:

• Minimum 7 years’ experience in a service desk, helpdesk, or coordination role within the building services, FM, M&E, or HVAC industry - this is non-negotiable Proven experience managing and scheduling field-based engineering teams Strong working knowledge of RAMS, method statements, and health & safety documentation Experience raising purchase orders and managing job costing processes Confident communicator - comfortable liaising with clients, engineers, and suppliers daily Highly organised with the ability to manage multiple priorities under pressure Proficient with service management software and Microsoft Office

The Right Person:

• Well organised - you thrive on structure and keeping things moving Patient - you stay calm when things get busy and priorities shift Adaptive - you can switch between tasks quickly and handle the unexpected Fast - you work at pace without cutting corners Reliable - the team and clients can depend on you Proactive - you anticipate problems before they become issues

Pulled from the full job description

• Employee discount
• Gym membership
• Company pension
• On-site gym
• Discounted gym membership
• On-site parking, * £30,000-£35,000 per annum subject to experience Full-time permanent position Monday to Friday, 8:00am-4:30pm - no on-call, no weekends 20 days holiday + bank holidays Company pension scheme Free on-site gym membership Staff discounts at on-site coffee stores Office-based in Newton Aycliffe, County Durham Direct mentoring from an experienced Service Desk Manager during onboarding Small, experienced team - no corporate politics, just getting the job done Opportunity to grow as the business scales