Description:
Helpdesk Coordinator
My client are seeking a Helpdesk Coordinator to join their Facilities Management team, playing a pivotal role in supporting the delivery of reactive maintenance, planned preventative maintenance (PPM), statutory compliance and customer support services across a diverse portfolio of commercial and public-sector contracts.
Day to Day of the Role
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Helpdesk & Reactive Maintenance Coordination:
- Serve as the primary point of contact for client calls, emails, and service requests.
- Log, prioritise, and manage reactive maintenance requests within the CAFM system.
- Allocate works to in-house engineers and approved subcontractors, monitoring job progress and ensuring updates are provided within agreed SLA response times.
- Escalate urgent issues or service concerns as required.
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Planned Preventative Maintenance (PPM):
- Coordinate planned maintenance visits and schedule specialist subcontractor attendance through the CAFM system.
- Monitor PPM completion status and chase outstanding service reports.
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Compliance & Documentation:
- Maintain electronic contract and compliance records to audit-ready standards.
- Assist with updating asset information and contract records within MRI Evolution.
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Financial & Commercial Administration:
- Raise and manage purchase orders through Xero and process subcontractor and supplier invoices against completed works.
- Assist with resolving invoice and PO queries and support the Contract Management team with quotation tracking and workflow management.
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Customer Service & Communication:
- Maintain professional and responsive communication with clients and suppliers.
- Provide updates to clients on job progress and service delivery, supporting a positive customer experience across all FM contracts.
Required Skills & Qualifications
- Strong organisational and administrative skills, with the ability to manage multiple tasks within a reactive environment.
- Excellent communication and customer service skills, with a high attention to detail and accuracy.
- Good problem-solving and coordination skills, with the ability to work independently and within a wider support team.
- Previous experience within an FM Helpdesk, Contract Support, or Service Coordination role.
- Understanding of reactive maintenance and planned maintenance processes.
- Experience coordinating engineers and subcontractors in SLA-driven environments.
Benefits
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- Dynamic and supportive work environment.
