Helpdesk Coordinator

The work splits two ways. Planned maintenance is the scheduled side: servicing plant on a cycle so that it does not fail. Reactive is everything else, and it is where the helpdesk lives. Something breaks in a building somebody is standing in, and it needs an engineer today.

Some clients they look after directly, others come through managing agents acting for the building owner. Either way the buildings are occupied and in use, so a call at nine is expected to have an answer by ten.

What you would be doing:

Answering the helpdesk phone and the shared mailbox, and being the first voice a client hears

Raising jobs and keeping them up to date in Simpro, our job management system

Booking emergency and reactive call-outs, and scheduling planned maintenance visits

Allocating engineers to the day’s work and moving things around when a job over-runs

Chasing job cards and reports back from engineers, and sending them out to clients

Turning what an engineer found on site into a clear quotation for the client

Raising purchase orders, ordering parts and materials, and chasing suppliers for delivery dates

Booking site access and permits with managing agents and building managers

Keeping site records, certificates and compliance paperwork straight

What a typical day looks like:

All day - The phone and the inbox. Both run from the moment you sit down, and answering them well is most of the job

From 8:00 - Reading the reports that came back from yesterday’s visits and chasing the ones that did not. Catching up on the overnight inbox and working out what changed while the office was shut.

Morning - Reactive calls come in. A boiler is down, a unit is leaking, a shop has no heating. You work out how urgent each one is, book an engineer to it, and tell the client when somebody will be there.

Midday - More reports land as engineers finish on site. You chase parts, raise purchase orders, and turn what an engineer found into a quotation that goes out to the client the same day.

Afternoon - Certificates and reports go out and managing agents get their updates. Tomorrow gets built: every engineer is given their jobs and their first appointment before they finish, so nobody starts the day waiting to be told.

5:00pm - You go home. Out of hours is covered by a 24 hour monitoring bureau, so the phone is not yours in the evening

Experience in building services, facilities management or a trade office is useful, and we will take somebody without it who is organised, unflappable on the phone and quick to learn.

Comfortable talking to clients, engineers and managing agents, sometimes when they are frustrated

Organised enough to hold a lot of open jobs at once and let none of them go quiet

Clear, confident written English. A great deal of this job is email

Accurate with detail. Job numbers, purchase order numbers and site addresses have to be right

Confident with Microsoft Outlook and Excel. We will teach you Simpro

Within a sensible commute of Kings Langley, since the role is fully office based

Key Skills:

Communication - On the phone and in writing, all day

Organisation - Many open jobs, none of them forgotten

Attention to detail - Job numbers, PO numbers, addresses

Prioritising - Knowing what is urgent and what can wait

Customer service - Usually when something has gone wrong

Problem solving - Finding the engineer, the part, the access

Staying calm - Busy mornings and awkward calls

Confidence - Speaking up to clients, engineers and suppliers

Reliability - In on time, and nothing slips through

Teamwork - Engineers, the office and suppliers

Industry awareness - Some feel for construction and building services

IT confidence - Outlook, Excel, and Simpro once we teach you

25 days holiday entitlement + bank holidays.

Company pension scheme.

Provided lunch on the last Friday of each month.

Working Hours: Monday to Friday, 8.00am to 5.00pm. No evenings, no weekends, no on-call rota.

The role is solely office based, in return the company is offering a Competitive Salary,

Depending on Experience.

The company provides mechanical, electrical, fabric and management services to buildings across the public, residential, commercial and private sectors. Based in Kings Langley and work across London and the South East.