Helpdesk Coordinator

Helpdesk Coordinator

Location: South Normanton, Derbyshire

Purpose of the Role

The Helpdesk Coordinator is responsible for providing administrative and customer support across FM maintenance contracts. Acting as the first point of contact for clients, engineers and subcontractors, the role ensures reactive and planned maintenance works are logged, coordinated, tracked and closed out efficiently, while maintaining excellent customer service and accurate records within CAFM systems.

Key Responsibilities

• Act as the first point of contact for all maintenance-related enquiries via phone and email.
• Log, allocate and monitor reactive maintenance requests through CAFM systems.
• Raise and manage work orders, ensuring all job information is accurate and complete.
• Coordinate engineers and subcontractors to ensure service delivery requirements are met.
• Liaise with clients to acknowledge requests, provide updates and manage expectations.
• Schedule planned preventative maintenance (PPM) activities and support delivery of maintenance programmes.
• Monitor job progress and ensure works are completed within agreed service level agreements (SLAs).
• Maintain accurate records, documentation, certificates and compliance information.
• Update customer portals and internal systems with relevant job information and status updates.
• Support the production of reports for operational and contract management teams.
• Raise purchase orders and assist with supplier and subcontractor administration where required.
• Resolve helpdesk queries efficiently and escalate issues where necessary.
• Build positive working relationships with customers, engineers, suppliers and colleagues.
• Ensure all activities are carried out in accordance with company procedures and health & safety requirements.
• Support continuous improvement initiatives to enhance service delivery and customer satisfaction.

Skills & Experience

• Previous experience in a Helpdesk, Service Desk, Coordinator or Contract Support role.
• Experience within Facilities Management, Maintenance, Engineering or a similar service environment is desirable.
• Strong administrative and organisational skills.
• Experience using CAFM systems such as JobLogic, Concept, Maximo, SAP or similar.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Good attention to detail and accuracy.
• Proficient in Microsoft Office, including Outlook, Excel and Word.

Personal Attributes

• Customer-focused with a professional and positive approach.
• Strong problem-solving and organisational skills.
• Able to work effectively under pressure and meet deadlines.
• Flexible and adaptable in a fast-paced environment.
• Team player with the ability to work independently when required.
• Proactive, reliable and highly organised.

What Success Looks Like

• Reactive and planned maintenance tasks are processed efficiently and accurately.
• Service level agreements and customer expectations are consistently met.
• CAFM systems and records are maintained accurately.
• Strong communication is maintained with customers, engineers and subcontractors.
• High levels of customer satisfaction and service delivery performance are achieved.