Helpdesk Coordinator

Position: Helpdesk Coordinator (Permanent)
Facilities Management,£26,000 – £28,000 (DOE), Motherwell, 31 days annual leave

Benefits:

* Salary between £26,000 and £28,000 per year.

* Paid 40-hour working week, Monday to Friday, 8:00 AM – 5:00 PM.

* One-hour lunch break.

* Employer pension contribution of 3%.

* 31 days annual leave (currently under review).

Responsibilities:

* Act as the first point of contact for clients, managing inbound calls and emails efficiently.

* Accurately log, update, and manage all service requests within the CAFM system.

* Allocate resources appropriately to reactive and planned maintenance tasks.

* Schedule maintenance jobs and coordinate with engineers and subcontractors to ensure timely attendance and completion.

* Monitor job progress, ensuring service level agreements (SLAs) are met and escalating issues when required.

* Provide regular updates to clients on job status and planned works.

* Maintain accurate client, job, and compliance documentation records.

* Generate reports on job status, SLA performance, and customer satisfaction.

* Support operational teams to ensure high standards of service delivery.

* Assist with mentoring new team members and sharing best practices during team meetings.

Requirements:

* Driving License

* Proven experience working on a busy facilities management helpdesk.

* Strong working knowledge of CAFM systems.

* Excellent organisational and multitasking skills with the ability to prioritise workloads.

* Strong problem-solving skills and the ability to work effectively in a high-pressure environment.

* Proficiency in Microsoft Office (Teams, Word, Excel, Outlook).

* Confident communication skills and a customer-focused approach.

We are seeking an experienced Helpdesk Coordinator to join a fast-paced and customer-focused environment. This role is ideal for someone who thrives under pressure, enjoys problem-solving, and has strong experience working with CAFM systems in a busy facilities setting.

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