Help Desk Coordinator

FOLLEY ELECTRICAL SERVICES LTD.; Ipswich City; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training on company systems

Development opportunities

Friendly working environment

Job summary

Folley Electrical Services Ltd is seeking a proactive Helpdesk Coordinator to support the day-to-day delivery of maintenance and reactive call-outs. You will be the key contact between clients, engineers, suppliers and management, requiring excellent communication and organisational skills.

This full-time role offers training on company systems and the chance to develop within a growing building services contracting business. Ability to drive is essential.

Qualifications

• Previous experience in a helpdesk, scheduling, facilities management or administrative role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills with the ability to manage competing priorities.
• Confident using email, Microsoft Office and job-management software.
• Experience using Tradify or a similar system would be beneficial.
• Good attention to detail and accurate data-entry skills.

Responsibilities

• Receive and respond to customer enquiries by telephone and email.
• Log reactive call-outs and planned works accurately on the company’s job-management system.
• Prioritise jobs according to urgency, contractual response times and operational requirements.
• Schedule engineers efficiently and provide them with clear job information.
• Monitor jobs from initial instruction through to completion.
• Provide clients with regular progress updates and expected attendance times.
• Liaise with engineers regarding access, materials, follow-on works and job completion.
• Review engineers’ job sheets and ensure all required information has been recorded.
• Arrange purchase orders, materials, subcontractors and access equipment where required.
• Prepare completed jobs for invoicing, ensuring supporting paperwork is available.
• Assist with producing quotations and scheduling approved works.
• Maintain accurate customer, site and asset information.
• Monitor planned preventive maintenance visits and statutory compliance deadlines.
• Escalate complaints, delays, safety concerns and operational issues to management.
• Provide general administrative support to the contracts and management teams.

Skills

Helpdesk experience

Scheduling

Facilities management

Administrative skills

Customer service

Communication skills

Tools

Tradify

Job-management software

Microsoft Office

Job description

Helpdesk Coordinator

Folley Electrical Services Ltd

Working hours: Monday to Friday, 8:00am–5:00pm

Folley Electrical Services Ltd is seeking an organised and professional Helpdesk Coordinator to support the day-to-day delivery of our mechanical/electrical maintenance/ general building services reactive call-outs and planned works.

The successful candidate will act as a key point of contact between clients, engineers, suppliers and the management team. This is a busy, varied role requiring excellent communication, organisation and customer-service skills.

Key Responsibilities

• Receive and respond to customer enquiries by telephone and email.
• Log reactive call-outs and planned works accurately on the company’s job-management system.
• Prioritise jobs according to urgency, contractual response times and operational requirements.
• Schedule engineers efficiently and provide them with clear job information.
• Monitor jobs from initial instruction through to completion.
• Provide clients with regular progress updates and expected attendance times.
• Liaise with engineers regarding access, materials, follow-on works and job completion.
• Review engineers’ job sheets and ensure all required information has been recorded.
• Arrange purchase orders, materials, subcontractors and access equipment where required.
• Prepare completed jobs for invoicing, ensuring supporting paperwork is available.
• Assist with producing quotations and scheduling approved works.
• Maintain accurate customer, site and asset information.
• Monitor planned preventive maintenance visits and statutory compliance deadlines.
• Escalate complaints, delays, safety concerns and operational issues to management.
• Provide general administrative support to the contracts and management teams.

Skills and Experience

• Previous experience in a helpdesk, scheduling, facilities management or administrative role is preferred.
• Excellent telephone manner and written communication skills.
• Strong organisational skills with the ability to manage competing priorities.
• Confident using email, Microsoft Office and job-management software.
• Experience using Tradify or a similar system would be beneficial.
• Good attention to detail and accurate data-entry skills.
• Ability to remain calm and professional when handling urgent requests.
• A basic understanding of electrical or building-services terminology would be advantageous, although training can be provided.
• Ability to work independently while contributing positively to the wider team.

Personal Qualities

We are looking for someone who is:

• Reliable, punctual and professional.
• Friendly and confident when dealing with customers.
• Proactive and able to resolve problems.
• Comfortable working in a fast-paced environment.
• Flexible and willing to support colleagues when required.
• Committed to delivering a high standard of customer service.

What We Offer

• Full-time, permanent position.
• Monday-to-Friday working hours.
• Supportive and friendly working environment.
• Training on company systems and processes.
• Opportunities to develop within a growing building services contracting business.

Ability to drive is essential.