Helpdesk Coordinator

An established facilities management and building services business based in Billericay, Essex is looking for a Helpdesk Coordinator to join its FM team. The role will work as part of the team but must demonstrate an ability to work on own initiative and the ability to take ownership of a system. The role will also be responsible for answering and forwarding general reception phone calls, screening phone calls, and providing general help desk administrative support.

Roles and Responsibilities:

• Log calls/jobs on the helpdesk database utilising helpdesk software, these tasks may be received by telephone and email.
• Taking ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements.
• To produce standard and ad hoc reports as required by internal and external customers and clients across Project and FM functions.
• Liaison and follow up with Managers, engineers and approved subcontractors.
• Ensure tasks are completed in line with the PPM planners and/ or client requirements.
• Report back to clients and contract staff on job progress and close out.
• Compile small work quotations where necessary
• Answer and direct all incoming telephone calls or take messages; messages to be taken sensitively, discreetly and accurately.
• Provide accurate information to clients about the business.
• Invoicing of- FM invoices as required
• Provide admin support to FM Managers

Additional Responsibilities:

• Manage and coordinate labour resources effectively.
• Set up job files with relevant information and handle general project admin.
• Assist with FM queries or conflicts that may arise.
• Organise and book site visits.
• Responsible for booking in staff and vehicles at multiple buildings.
• Work closely with other departments and teams to ensure project success.

The ideal candidate will have previous experience within facilities management, construction, maintenance or a similar environment. You will be highly organised, confident dealing with clients and operational teams and able to manage multiple priorities at once. Strong communication skills, good IT knowledge including Word and Excel, and a proactive, can do approach are essential.