Facilities Helpdesk Co-ordinator

This is a fantastic opportunity to join a company who are going through an exciting, sustained period of growth and expansion. With clients across England and Wales, they have exceeded all expectations in terms of success – and there is more to come!

They are looking for new Facilities Helpdesk Co-ordinators to join their existing motivated and friendly team to support with their growth plans. They pride themselves on building trust, delivering high-quality facility management solutions which are tailored to each client’s needs.

The successful Facilities Helpdesk Co-ordinators will join the property team to work with a network of Contractors to quickly and efficiently deliver repairs and maintenance at client sites.

The Facilities Helpdesk Co-ordinators will be rewarded with a subsidised gym membership, company events, free onsite parking, cycle to work scheme and an employee referral scheme.

Core hours of work are Monday to Friday 9am-5pm, plus 1 in 6 Saturdays (with a day off in lieu). This team provides 24/7 support to clients, so the role does involve being on call 1 week in 6, with additional pay when this takes place.

Key Responsibilities

• Respond to and record enquiries for urgent repair and maintenance, clarifying details to establishing urgency and providing initial guidance to relevant parties
• Taking queries through a Computer Aided Facilities Management (CAFM) system and by telephone
• Troubleshoot maintenance and repair issues, working with our technical team
• Booking in and scheduling planned maintenance visits
• Working with the CAFM system to manage work flows and processes
• Liaise with contractors to provide updates on work commencement dates, ensuring all parties are kept informed
• Hold regular client meetings over in person or over Teams

Essential Skills and Experience

• Proven experience of working within a phone-based helpdesk or customer support role
• Experience within a property or a facilities management environment would be preferred
• A good problem solver with a common sense and logical approach to challenges
• Excellent communication skills, with a real focus on getting the best possible outcome for clients as quickly as possible
• A confident personality with the ability to create excellent relationships internally and externally
• High degree of accuracy and attention to detail
• Great organisational skills and ability to prioritise and work to tight timescales
• Ability to work calmly under pressure at all times

KEYWORDS: facilities, helpdesk, 1^st line, customer service, support, property, FM