Helpdesk Coordinator

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

Helpdesk Coordinator

Salary: 26,000 - 28,000 dependent on experience

Hours 9am - 5pm (Client happy to discuss less hours but salary would be pro rata)

About our client:

Our client is a rapidly growing facilities management company dedicated to providing exceptional service to a diverse portfolio of clients. As their business continues to expand, they are now looking for another Helpdesk Coordinator to join their team, ensuring efficient, professional, and customer-focused support.

Job Overview:

The Helpdesk Coordinator will be part of a small helpdesk team, ensuring that all service requests are handled promptly and effectively. The role involves ensuring smooth communication between the helpdesk, facilities management teams, contractors and clients.

Key Responsibilities:

• Helpdesk Operations:
  Part of a team that ensures all incoming service requests, incidents, and inquiries are logged, tracked, and resolved in a timely and effective manner.
• Client Communication:
  Ensure consistent and professional communication with clients regarding service requests, project updates, and issue resolution.
• Working to Service Level Agreements (SLAs):
  Ensuring service requests are resolved within agreed timelines. Take action to address and escalate any issues that might breach SLAs.
• Customer Satisfaction:
  Maintain a high level of customer satisfaction by resolving issues efficiently and enhancing customer service protocols.

Key Skills & Experience:

• Proven helpdesk experience ideally in facilities management or a related industry.
• Strong customer service orientation with the ability to handle challenging situations calmly and effectively.
• Excellent organisational skills, with the ability to prioritise tasks and manage time efficiently in a fast-paced environment.
• Strong analytical skills with the ability to assess performance data and make data-driven improvements.
• Familiarity with helpdesk management software and ticketing systems.
• Strong verbal and written communication skills.
• Ability to manage and motivate a team to meet targets and deliver high-quality service.
• Knowledge of facilities management practices is desirable but not essential.

What our client offers:

• Opportunity to be part of a growing, dynamic team with potential for career development.
• Supportive and collaborative work environment.
• Professional development