Helpdesk Coordinator

About the Role

We are seeking a highly organized and proactive Helpdesk Technical Co-ordinator to join our growing Facilities Management (FM) team. The helpdesk acts as our central nerve center, handling end-to-end workflow processes for all estates, building maintenance, and asset management issues reported by our commercial clients.

As the Technical Co-ordinator, you will be responsible for logging reactive service requests, assessing urgency, allocating tasks to the correct internal engineering teams or external contractor supply chains, and managing workloads through to completion within agreed Service Level Agreements (SLAs).

Key Responsibilities

• Work Order Allocation: Assess incoming client requests, categorize the priority levels based on safety and business impact, and assign tasks to engineers with the correct mechanical, electrical, or structural skillsets.

• CAFM System Administration: Oversee and maintain the Computer-Aided Facilities Management (CAFM) system, including scheduling Planned Preventative Maintenance (PPM), updating asset registers, and modifying database records.

• Performance Reporting: Run daily and weekly service reports to monitor outstanding tasks, track engineer performance, and proactively chase activities to prevent SLA or KPI breaches.

• Contractor Management: Assist in coordinating external maintenance contracts, monitoring insurance renewals, and ensuring contractor compliance paperwork is updated in the company system.

• Stakeholder Communication: Act as the primary point of contact for engineers, clients, and subcontractors regarding scheduling updates, resource conflicts, or technical system queries.

Person Specification

• Industry Experience: Proven experience working in an administration, coordination, or scheduling role within a Facilities Management (FM) or building services environment.

• Technical Awareness: A strong foundational knowledge of mechanical and electrical (M&E) building services to effectively understand and triage incoming maintenance faults.

• IT Literacy: Proficient in the Microsoft Office Suite (Word, Outlook, and especially advanced Excel for data analysis), alongside experience navigating CAFM, IWMS, or CRM data systems.

• Organization Skills: Exceptional time management and problem-solving abilities, with the confidence to work under pressure, juggle competing demands, and operate independently without constant oversight.

• Communication: Excellent written and verbal interpersonal skills, comfortable communicating with frontline trade operatives through to company directors and software providers.

Desirable Criteria:

• Familiarity working with mobile field devices or PDA engineer-ticketing systems.

• A basic understanding of statutory compliance regulations relating to commercial plant and building engineering systems.

What We Offer

• Competitive salary and performance reviews.

• Commitment to continuous personal learning and professional development.

• Collaborative, high-engagement team culture.

If you are an experienced scheduler with Facilities Management & Maintrenance exerience apply online today or contact Astrid Camacho at Branta Recruitment for more information.