Job Title: Helpdesk Coordinator

Reporting To: Helpdesk & Compliance Manager

Salary: £30,000 per annum DOE

40 HPW

Job Overview:
The Helpdesk Coordinator is a key role contributing to the overall operations of the account.

Key Responsibilities:

Helpdesk Operations:

• Monitor the Facilities Helpdesk email inbox, promptly logging all incoming service requests or issues.
• Actively manage and track open jobs, ensuring timely updates are provided by engineers and subcontractors.
• Allocate tasks to engineers based on job requirements and urgency, maintaining effective workflows.
• Allocate planned preventative maintenance (PPM) tasks to engineers, ensuring timely and efficient completion.
• Coordinate remedial actions following site inspections or compliance audits.
• Follow up on outstanding jobs to ensure they are resolved within agreed service level agreements (SLAs).

Procurement and Financial Administration:

• Raise purchase orders (POs) for engineers and team members as required, ensuring procurement policies are followed.
• Ordering of parts or materials as required.
• Assist with preparing and submitting quotes to clients, ensuring accuracy and clarity.
• Process invoices and update spends trackers, maintaining alignment with financial budgets.

Compliance and Documentation:

• Scan and organise compliance documentation for both in-house staff and subcontractors, ensuring all records are accurate and up to date.
• Review compliance documentation for completeness, flagging any discrepancies or issues to the Technical Site Managers or Compliance Manager.
• Maintain training records for engineers, ensuring all certifications and qualifications are current and compliant.

Administrative Support:

• Log and reconcile monthly overtime records, ensuring approval from Line Manager or the Account Manager.
• Act as a central point of communication between team members, subcontractors, and clients, ensuring smooth operation of workflows.
• Generate regular reports on job statuses, compliance updates, and financial summaries as required.
• Any other reasonable requests

Required Skills and Experience:

• Previous experience in a similar role, ideally within facilities management.
• Strong organisational and time management skills with the ability to handle multiple priorities.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with a range of stakeholders.
• Proficiency in using Microsoft applications (eg. Word, Excel)
• Some knowledge of health and safety regulations.
• A detail-oriented approach with strong problem-solving skills and a proactive attitude towards improving processes.