Helpdesk Coordinator/Customer Support

We are a facilities maintenance company looking for a reliable and organised Helpdesk Operative to join our team. This role is central to our day-to-day operations and would suit someone who is confident, customer focused, and comfortable working in a fast paced, busy environment.

Key Responsibilities

• Answering incoming calls and emails from clients, subcontractors and engineers
• Logging and managing maintenance jobs accurately via the helpdesk system
• Liaising with engineers, subcontractors, and suppliers
• Raising, sending, and following up on quotes
• Providing updates to clients and managing job progression from start to finish
• Escalating urgent or overdue issues appropriately
• Maintaining clear and accurate records
• Preparing basic reports
• Monitoring and managing SLAs and KPIs where deadlines are at risk
• Triaging incoming requests to ensure they are logged with the correct priority
• Dealing with invoicing
• Updating client portals and systems in line with contractual requirements

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