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# Helpdesk Coordinator

- **Company:** kpm media ltd
- **Location:** Gloucester, UK
- **Salary:** £21,500.0 - £23,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Computer-Aided Facility Management
- **Published:** July 9, 2026
- **Apply:** https://www.jobs.fmj.co.uk/careers/62528/Help-Desk-Supervisor-Facilities-Management-London-East

## About the Role

This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Customer Services Helpdesk., * Experience of working within a Customer Services Helpdesk or scheduling environment

 * Experience in dealing with complex and challenging customers
 * Ability to perform consistently to key metrics and tight timescales
 * Proven track record of delivering and maintaining quality outcomes for customers
 * Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems

Knowledge and Skills

 * A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
 * Ability to communicate to an excellent standard both verbally and in writing
 * Must pass appropriate clearance for the role (SC Level)
 * Eye for detail and prepared to apply exacting standards
 * Excellent IT skills (Microsoft packages)

## Description

The Helpdesk Coordinator will be responsible for delivering excellent customer services, managing all scheduling provisions and acting as a focal point for all maintenance activities across the estate., * Handle inbound telephone calls within contractual SLAs in a professional manner

 * Proactively co-ordinate the delivery of all workflow to a team of on-site operatives, adhering to safe working practices at all times
 * Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
 * Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
 * Raise and manage Service Requests in the CAFM system
 * Handle complaints and escalate where appropriate
 * Provide an excellent customer experience
 * Achieve all internal KPIs and quality requirements
 * Communicate effectively both formally and informally
 * Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
 * Participate in projects that are operationally attached to the Helpdesk
 * Ensure all site security requirements are adhered to
 * Ensure all site health and safety requirements are adhered to


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