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

• 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.

• 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.

• Compliance & Documentation:

  • Maintain electronic contract and compliance records to audit-ready standards.
  • Assist with updating asset information and contract records within MRI Evolution.

• 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.

• 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.