Helpdesk Coordinator

About the Role

We are seeking a highly organized and proactive Helpdesk Technical Co‑ordinator to join our growing Facilities Management (FM) team. The helpdesk acts as our central nerve centre, handling end-to-end workflow processes for all estates, building maintenance, and asset management issues reported by our commercial clients.

Key Responsibilities

• Work Order Allocation: Assess incoming client requests, categorise the priority levels based on safety and business impact, and assign tasks to engineers with the correct mechanical, electrical, or structural skillsets.
• CAFM System Administration: Oversee and maintain the Computer‑Aided Facilities Management (CAFM) system, including scheduling Planned Preventative Maintenance (PPM), updating asset registers, and modifying database records.
• Performance Reporting: Run daily and weekly service reports to monitor outstanding tasks, track engineer performance, and proactively chase activities to prevent SLA or KPI breaches.
• Contractor Management: Assist in coordinating external maintenance contracts, monitoring insurance renewals, and ensuring contractor compliance paperwork is updated in the company system.
• Stakeholder Communication: Act as the primary point of contact for engineers, clients, and subcontractors regarding scheduling updates, resource conflicts, or technical system queries.

Person Specification

• Industry Experience: Proven experience working in an administration, coordination, or scheduling role within a Facilities Management (FM) or building services environment.
• Technical Awareness: A strong foundational knowledge of mechanical and electrical (M&E) building services to effectively understand and triage incoming maintenance faults.
• IT Literacy: Proficient in the Microsoft Office Suite (Word, Outlook, and especially advanced Excel for data analysis), alongside experience navigating CAFM, IWMS, or CRM data systems.
• Organization Skills: Exceptional time management and problem‑solving abilities, with the confidence to work under pressure, juggle competing demands, and operate independently without constant oversight.
• Communication: Excellent written and verbal interpersonal skills, comfortable communicating with frontline trade operatives through to company directors and software providers.

Desirable Criteria

• Familiarity working with mobile field devices or PDA engineer‑ticketing systems.
• A basic understanding of statutory compliance regulations relating to commercial plant and building engineering systems.

What We Offer

• Competitive salary and performance reviews.
• Commitment to continuous personal learning and professional development.
• Collaborative, high‑engagement team culture.

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