Operations Helpdesk Coordinator

Operations Helpdesk Coordinator

Location: Nottingham
Hours: 40 hours per week, typically 8:00am–5:00pm with flexibility

About the role

We’re looking for an organised and proactive Operations Helpdesk Coordinator to join our Facilities Management team in Nottingham.

Sitting at the heart of our day-to-day operations, you'll help coordinate planned and reactive maintenance across our client sites, working closely with engineers, contractors, suppliers and the wider Facilities team.

You'll be responsible for making sure jobs are logged correctly, allocated to the right people, progressed within agreed timescales and closed with all the required documentation in place.

It's a varied role that would suit someone who enjoys being busy, keeping things organised and making sure nothing gets missed.

Previous Facilities Management experience would be useful, but we're also interested in people with strong helpdesk, administration or service coordination experience who are keen to develop within FM.

What you'll be doing

Helpdesk & reactive maintenance

Monitoring client and internal helpdesk inboxes and responding to queries

Logging reactive maintenance requests accurately onto the CAFM system

Allocating reactive jobs to engineers and subcontractors

Actively monitoring open jobs and chasing updates to keep works progressing

Keeping clients and colleagues updated on the progress of outstanding works

Closing completed jobs and ensuring the correct paperwork and evidence has been uploaded

Escalating delays, recurring issues or potential service problems to the Facilities team

Planned maintenance & compliance

Allocating PPM (Planned Preventative Maintenance) tasks to engineers and contractors

Ensuring subcontractor PPM visits are booked and completed within the required timescales

Monitoring upcoming inspections and coordinating suitable dates with contractors and the Facilities team

Following up with subcontractors for certificates, service reports and other documentation

Reviewing completed documentation and highlighting missing information or compliance concerns

Scanning and maintaining in-house and subcontractor compliance records

Raising remedial actions following inspections and completed works

Supporting the review of subcontractor RAMS (Risk Assessments and Method Statements) for completeness and suitability

Operational & commercial support

Raising purchase orders for engineers and other members of the operational team

Processing quotations and obtaining costs from internal engineers and subcontractors

Supporting the Facilities team with client reporting

Producing helpdesk statistics and helping identify trends in reactive maintenance

Maintaining accurate information across systems, trackers and reports

Attending team and operational meetings when required

Looking for opportunities to improve processes and make the helpdesk more efficient

What we're looking for

We're looking for someone who is naturally organised, comfortable managing several priorities at once and confident communicating with different people throughout the working day.

You'll ideally have:

Previous administration, coordination or helpdesk experience

Strong organisational and administrative skills

Excellent attention to detail

Good IT skills, particularly Microsoft Office

Confidence learning and working with CAFM or other job-management systems

A professional telephone and email manner

Strong written and verbal communication skills

The ability to prioritise a busy workload and follow outstanding actions through to completion

A proactive approach – you'll be comfortable chasing information rather than waiting for it to arrive

Good problem-solving skills and the confidence to escalate issues when necessary

A collaborative approach and willingness to support the wider team

It would be great if you also have:

Previous experience working on an FM or maintenance helpdesk

Experience using a CAFM/job-management system

Experience coordinating engineers or subcontractors

Understanding of PPM and reactive maintenance

Experience with purchase orders, quotations or invoices

Some knowledge of compliance documentation, RAMS or contractor management

What success looks like

You'll play an important role in keeping our maintenance operation running smoothly.

That means making sure reactive jobs aren't left sitting unresolved, planned maintenance is booked on time, engineers and contractors have the information they need and completed works have the correct documentation behind them.

You'll become a key point of contact between the Facilities team, engineers, subcontractors and our client, helping us provide a responsive and well-organised service.

Working with us

You'll be joining a collaborative Facilities Management team where you'll have the opportunity to learn more about building maintenance, compliance and operational FM.

For someone looking to build a career within Facilities Management, this role provides excellent exposure to engineering operations, contractor management, compliance, client reporting and CAFM systems.

If you're an organised administrator or helpdesk professional who enjoys keeping things moving and delivering great service, we'd love to hear from you