Helpdesk Coordinator | RAF Fairford

VIVO Defence; Fairford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading facilities management company as a Helpdesk Coordinator in RAF Fairford. You will be the vital link between field teams and stakeholders, ensuring efficient operations and excellent customer service. This role offers opportunities for career progression and ongoing training within a collaborative team environment.

Benefits

25 days annual leave plus bank holidays

Life assurance policy

6% employer matched pension contribution

Excellent career progression opportunities

Qualifications

• Previous experience in a helpdesk environment, preferably in facilities management.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage and coordinate maintenance scheduling and helpdesk operations.
• First point of contact for inbound calls and emails.
• Support onboarding of new staff and handle general administration.

Skills

Organisational Skills

Communication

Problem Solving

Education

Experience in Helpdesk Environment

Job description

Who we are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What we do

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Contract: Full Time, Permanent
Location: RAF Fairford, GL7 4DL
Working Hours: 40 hours per week, Monday to Firday (08:00-16:30)

Are you the go-to person who thrives on organisation, loves clear processes, and brings energy to a fast-paced team? Join us as a Helpdesk Coordinator and become a key player in ensuring our estate operations run like a well-oiled machine.

About the Role

In this dynamic and rewarding role, you'll be the vital link between our field teams and stakeholders-keeping the wheels turning and the communication flowing. You will be responsible for managing and coordinating maintenance scheduling and helpdesk operations, ensuring tasks are completed efficiently and in line with service level agreements.

You'll be the first point of contact for inbound calls and emails, acting with professionalism and delivering a customer-first experience. Daily performance reviews will be a key part of your role, where you'll identify any risks to performance and help implement improvements.

You'll maintain high-quality data records, support performance reporting for weekly and monthly meetings, and help present insights to senior leadership. Your role will also involve supporting with onboarding new staff, handling general administration, managing complaints or compliments, and ensuring all activity is in line with our high standards.

What We're Looking For

We're seeking a highly organised individual who thrives in a structured environment and enjoys taking ownership of their work. It is essential you have previous experience in a helpdesk environment, preferably in facilities management environment. You should be confident communicating across all levels of the business, whether that's over the phone, via email, or in meetings.

A keen eye for detail is essential, especially when dealing with data, reports, and scheduling. You'll need to be a proactive problem-solver, ready to raise concerns or highlight opportunities as they arise. The ability to manage multiple priorities in a fast-paced environment is key to your success in this role.

You'll be joining a collaborative, high-performance team where your work has real impact. This is an excellent opportunity to gain exposure to senior leadership, contribute to operational performance, and grow your career within an organisation that values professionalism, ownership, and teamwork. We offer ongoing training and support to help you thrive in your role and beyond.

What we offer;

• 25 days annual leave plus bank holidays
• Life assurance policy
• 6% employer matched pension contribution
• Excellent career progression opportunities

VIVO Defence Services

The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. If candidates wish to request extra time to apply then they should contact 0345 010 4000 and ask to speak to a VIVO Recruiter.