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 ..... full job details .....