Helpdesk Coordinator

Description:

We are looking for an organised Helpdesk Co-ordinator to act as the central engine for our Facilities Management operations. You will manage the end-to-end workflow for all building and maintenance issues reported by our clients.

In this role, you will schedule engineers to ensure all reactive and planned maintenance tasks are completed on time. You will also serve as the main super-user for our Computer-Aided Facilities Management (CAFM) software—handling system updates, data tracking, and performance reporting.

Key Responsibilities

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Scheduling & Dispatch: Log, prioritize, and assign reactive repair jobs to internal engineers or external contractors, matching the right skills to the task.

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SLA Monitoring: Track ongoing jobs against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), chasing outstanding tasks daily.

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Planned Maintenance (PPM): Schedule and input all routine, planned maintenance checks into the CAFM system.

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CAFM System Administration: Manage the database, handle system updates, troubleshoot software issues, and train team members on how to use it.

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Stakeholder Communication: Build strong relationships with clients and engineering teams, providing clear updates on job progress and resolving scheduling conflicts.

What We Are Looking For

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Experience: Proven background working in a busy Facilities Management (FM) or engineering helpdesk office.

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Technical Knowledge: A strong understanding of Mechanical & Electrical (M&E) building services and infrastructure.

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Software Skills: High proficiency using CAFM platforms, scheduling software, and MS Office (especially Excel).

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Organisation: The ability to prioritize your own workload, multitask under pressure, and meet tight deadlines.

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Communication: Excellent verbal and written communication skills to liaise confidently with technicians, clients, and directors.

To Apply: Please send your CV highlighting your experience with FM systems and M&E scheduling