Helpdesk Coordinator

The Helpdesk Coordinator is responsible for overseeing the day-to-day operations of the helpdesk function across the Manchester divisional office whilst providing additional support to the other helpdesks when required. This includes supervising the handling of all incoming service requests, managing workflow allocation, supporting the helpdesk team, and ensuring consistent service delivery. The role acts as a central point of coordination between clients, field engineers, contract managers, and subcontractors, ensuring that all requests are resolved efficiently and to a high standard.

The Helpdesk Coordinator will also be responsible for generating performance reports, identifying trends or service gaps, and continuously improving helpdesk operations., 1. Helpdesk Supervision & Workflow Management

• Oversee the daily running of the helpdesk to ensure all requests are logged, assigned, and actioned promptly.
• Supervise helpdesk staff (where applicable), providing guidance and ensuring a consistent and professional approach.
• Work with other helpdesks to provide appropriate cover and support when required.
• Act as the escalation point for complex or high-priority service issues, ensuring swift resolution.
• Ensure compliance with SLAs and KPIs through active monitoring and coordination.

1. Invoicing

· Invoicing all jobs within the relevant departments and any other Totalis jobs as required

· Working with all managers to ensure that the billing forecast for the month is met

· Producing relevant job costing reports and identifying any issues

1. Client Communication & Relationship Management * Serve as a key point of contact for contract clients, ensuring a smooth service delivery experience. * Maintain proactive communication with clients regarding the status of service requests, planned works, and delays. * Build positive working relationships with client stakeholders and internal teams to facilitate effective coordination.

2. Engineer Coordination & Scheduling * Allocate jobs to field engineers and subcontractors based on skills, location, and availability. * Liaise regularly with engineers to monitor job progress, resolve issues, and gather updates for accurate client communication. * Coordinate engineer timesheet submissions and ensure accurate tracking of time spent on jobs.

3. Reporting & Performance Monitoring * Maintain accurate records of all logged calls, job status updates, engineer assignments, and completion details. * Produce weekly and monthly helpdesk reports highlighting call volumes, SLA performance, and outstanding issues. * Identify recurring issues or service failures and escalate them to management with proposed solutions. * Monitor trends and generate insights to support decision-making and continuous improvement.

4. System & Process Management

· Ensure all data is accurately input into the Joblogic CRM and maintained in real time.

· Work closely with management to refine processes and helpdesk workflows for greater efficiency and customer satisfaction.

· Assist with onboarding and training of new helpdesk team members.

· Support audits and compliance checks as required.

· Maintain accurate and up-to-date vehicle records.

· Maintain accurate training records and monitor relevant renewal or expiry dates.

· Maintain accurate and up-to-date supplier records.

· Maintain accurate and up-to-date subcontractor records.

· Coordinate and administer the subcontractor onboarding process, ensuring all required documentation and approvals are completed.

· Monitor and maintain vehicle tracking systems, ensuring information is accurate and any issues are promptly escalated.

1. Additional Works

· Any other duties as specified by management.

• Essential:
• Previous experience in a customer service, support, or helpdesk environment.
• Proficiency in using helpdesk software, ticketing systems, and CRM tools.
• Basic knowledge of IT systems, including Windows OS, Microsoft Office Suite, and troubleshooting common IT issues.
• Strong administrative skills, including data entry and record-keeping.
• Desirable:
• Experience in a maintenance or facilities management support environment.
• Familiarity with remote desktop applications and helpdesk tools., * Excellent communication skills, both verbal and written, with a focus on clear and concise customer support.
• Strong problem-solving skills and the ability to work under pressure.
• Ability to prioritise and manage multiple tasks efficiently.
• Detail-oriented with strong organisational skills.
• Good listening skills and a friendly, patient approach to assisting users.
• Desirable:
• Ability to adapt to new technology and learn software applications quickly.
• Strong troubleshooting skills with a proactive approach to resolving issues., * Reliable and punctual with a strong work ethic.
• Positive, can-do attitude with a focus on providing excellent customer service.
• Ability to work independently as well as part of a team.
• Willingness to learn and develop skills within the role.
• Professional and approachable demeanor, especially in handling sensitive customer interactions., * Facilities Management or Maintenance Helpdesk: 3 years (required)

• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking
• Referral programme

Totalis is a private company that has been delivering consistent high-quality solutions for over 20 years to clients in the UK and Ireland.