Senior Helpdesk Coordinator

Equans UK & Ireland; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in energy services is seeking a Senior Helpdesk Coordinator in Stoke-on-Trent. This full-time role involves supporting facilities management, ensuring high-quality service delivery, and enhancing team performance. The position offers a competitive salary and benefits, including annual leave and professional development opportunities.

Benefits

24 days annual leave plus public holidays

Life Cover (1.5x annual salary)

Employee discounts

Gym membership discounts

Cycle schemes

Professional development opportunities

Employee Assistance Program

Mental wellbeing resources

Qualifications

• Minimum 2 years’ experience in an FM helpdesk environment.
• Ability to work under pressure.

Responsibilities

• Supporting the team to meet SLAs for response times and customer satisfaction.
• Handling incidents and service requests efficiently.
• Generating reports on team performance.

Skills

Communication

Problem-solving

Tools

Microsoft Office 365

CAFM systems

Job description

Job Title: Senior Helpdesk Coordinator

EQUANS is seeking a Senior Helpdesk Coordinator to join our team in Stoke-on-Trent on a permanent basis. This full-time role offers a competitive salary and benefits package.

The team serves as the first point of contact for facilities management requirements and administration, interfacing with onsite teams and clients (both internal and external). Excellent communication and organizational skills are essential.

The Senior Helpdesk Coordinator will support the team by acting as a first escalation point for queries and challenges, assisting the Team Leader in managing daily operations, and ensuring high-quality, proactive service delivery. They will monitor team performance, identify coaching opportunities, and support continuous improvement initiatives.

Key responsibilities include:

1. Supporting the team to meet SLAs for response times, resolution rates, and customer satisfaction.
2. Handling incidents and service requests efficiently.
3. Escalating recurring issues and assisting in problem-solving improvements.
4. Streamlining processes and enhancing efficiency.
5. Collaborating with regional teams to ensure timely closure of jobs and escalate issues as needed.
6. Maintaining strong stakeholder relationships and managing communications.
7. Generating reports on team performance and analyzing data for improvements.
8. Using assessment tools for performance feedback and escalation.

What we offer:

• 24 days annual leave plus public holidays
• Life Cover (1.5x annual salary)
• Employee discounts, gym membership discounts, cycle schemes, and more
• Professional development opportunities
• Employee Assistance Program and mental wellbeing resources

Candidate requirements include:

• Minimum 2 years’ experience in an FM helpdesk environment (desirable)
• Excellent communication skills
• Proficiency with Microsoft Office 365 and CAFM systems
• Problem-solving skills and the ability to work under pressure
• Interest in developing team members

About EQUANS:

EQUANS is a global leader in energy services with nearly 100,000 employees across more than 50 countries, focusing on energy transition and digital transformation. In the UK & Ireland, we provide technical, FM, regeneration, and energy services.

We are committed to diversity and inclusion, fostering a supportive environment where everyone can thrive.

Next steps: If interested, please apply through our portal. We support equal opportunity employment and value diversity in our workforce.