The Helpdesk Coordinator is responsible for managing incoming service requests, coordinating work orders, and supporting operational delivery teams to ensure services are delivered efficiently and in line with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The role requires strong communication, organisation, and problem-solving skills to ensure all tasks are logged accurately, prioritised correctly, and progressed through the appropriate channels.
The role operates in accordance with company policies, procedures, and health and safety legislation while maintaining a high standard of customer service and professionalism.
This role operates on a day shift from 7:00 AM to 7:00 PM following a 2/2/3 rotation schedule: 2 days in, 2 days off, 3 days in, 2 days off, 2 days in, 3 days off.
Key Responsibilities
- Ensure all duties are carried out in compliance with company policies, procedures, and health and safety regulations.
- Deliver tasks professionally to meet both client expectations and organisational service standards.
- Support the delivery of services in line with contractual SLAs and KPIs.
- Work collaboratively with operational delivery teams and management to ensure smooth service delivery.
- Provide administrative and operational support across the helpdesk function as required.
- Manage all incoming client telephone calls, ensuring enquiries and service requests are handled efficiently.
- Monitor and manage shared helpdesk mailboxes, responding to and actioning requests in a timely manner.
- Process and manage incoming work orders through the CAFM system, ensuring accurate triage and correct allocation.
- Ensure work orders are logged accurately the first time by confirming scope, clarifying missing information, and gathering required details.
- Raise follow-up tasks following Planned Preventative Maintenance (PPM) visits and allocate them to the appropriate departments for action.
- Maintain clear and professional communication with clients, members of the public, engineers, and internal teams.
- Support operational and management teams with administrative tasks and service coordination.
- Ensure all service requests are issued to the appropriate teams promptly to avoid delays to planning and delivery SLAs.
- Handle front-line client escalations, ensuring issues are resolved or escalated appropriately.
- Provide updates and regular communication to stakeholders regarding escalations, service requests, and ongoing works.
- Carry out additional duties as required by the Line Manager in line with the level of the role.