About The Role
Days of Working: Monday to Friday – 8.00am – 17.00pm
Contract Type: 6 Month Fixed Term Contract
We are currently seeking an enthusiastic and highly organized Helpdesk Coordinator to provide excellent support to both our internal and external customers through the OCS Helpdesk. In this role, you will manage a high volume of transactions using various communication methods, such as telephony and web traffic, for a facilities management Helpdesk using a Computer Aided Facilities Management (CAFM) system. This role involves taking full ownership of resolving customer queries from start to finish, ensuring adherence to SLAs and KPIs. As a Helpdesk Coordinator, you must be self‑motivated, able to work under pressure and on your own initiative and have excellent communication skills.
Responsibilities
- To be the principal point of contact for customer enquiries, incoming calls, and new work requests on our CAFM Concept System.
- Acting as the first point of contact for the engineering workforce and sub‑contractors, allocating work to engineers and diary management for the regional area.
- Updating and closing out Reactive, PPM and Quoted jobs for engineers and sub‑contractors on CAFM Concept System.
- Raising purchase orders to sub‑contractors for reactive works and obtaining ETAs and updates.
- Coordinating and supporting Project Managers in project works across various government contracts including but not limited to requesting quotations, raising POs, creating site Health & Safety files and job costing of variations.
- Updating the database of quotations, engineering overtime and statutory compliance certification, where requested.
- General enquiries/queries resolution.
Requirements
- Right to work in the UK
- Proficient in Microsoft Office/Excel.
- Helpdesk experience within a Facilities Management environment is desirable.
- Previous experience in an Administration environment is essential and managing a CAFM system is an advantage.
- Excellent customer service track record, written and verbal communication skills.
- Good attention to detail and level of accuracy.
- Exceptional telephone etiquettes.
- Excellent organisation and planning skills.
Qualities
- Customer-focused
- High degree of accuracy
- Team player
- Ability to work under pressure
- Positive attitude and problem-solving skills
- Commitment to achieving results
Equal Opportunity Statement
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
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