Job Title: Helpdesk Coordinator Reporting to: Regional Service Delivery Manager Location: Redditch Contract Type: Full-Time, Permanent Working Hours: 40 hours per week (Monday to Friday)
Benefits:
Up to 36 days paid annual leave
Excellent Company Pension
Free Life Assurance
Training and Development Opportunities
Childcare Voucher Scheme
Discounted Private Health Care Scheme
Discounted Gym Membership
Role Overview: As a Helpdesk Coordinator, you will be at the heart of our operations, managing work orders, scheduling resources, and ensuring service delivery meets set targets and standards. You will play a vital role in the smooth functioning of our facilities management operations, acting as a point of contact between clients, subcontractors, and the in-house team.
Key Responsibilities:
Manage work orders (WO) to "Work Done" status within SLA target dates across various work types.
Schedule all Planned Preventive Maintenance (PPM) ahead of the due month and assign to skilled resources.
Schedule Reactive Maintenance for the in-house team or subcontractors, ensuring adherence to SLA deadlines and escalating risks as necessary.
Collect and verify weekly timesheets and work reports, ensuring accuracy through two-way matching.
Generate monthly PPM for assigned contracts and maintain PPM planner records, escalating changes to Purchase Orders (PO).
Liaise with subcontractors to track job progress and provide updates.
Operate a full-service desk function, including IT and proprietary software administration.
Create Purchase Orders as part of the procurement process.
Report progress and completion of works to clients and operational teams.
Operate paper-based systems and back-up processes as necessary.
Undertake general administration duties as required to ensure effective service delivery.
Essential Criteria:
Proven experience in a helpdesk environment, scheduling in-house resources and contractors.
Minimum of 3 years of experience as a scheduler in a Facilities Management Helpdesk environment.
Knowledge of contractual SLA requirements and the process of creating Purchase Orders.
Desirable Criteria:
Experience in a fast-paced, client-facing FM role.
Proficiency in IT applications, such as Computer Assisted FM systems, MS Word, Excel, PowerPoint, Power BI, etc.
Understanding of Preventive Planned Maintenance (PPM) processes and Key Performance Indicators (KPIs).
Why Join Us? This is an excellent opportunity to join a dynamic team in a supportive and growth-oriented environment. If you have a proactive approach, strong organizational skills, and the ability to thrive in a fast-paced setting, we encourage you to apply. Apply now to become a key part of a team delivering exceptional facilities management services!
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