Facilities Helpdesk Co-Ordinator

Smart10Ltd; Welwyn Garden City; On-site; GBP 32,000 - 33,000; Full time

Job summary

A well-established family-oriented business in Welwyn Garden City is seeking a Facilities Helpdesk Co-ordinator to manage and process job requests. The role involves coordinating planned and reactive work with internal teams and suppliers while ensuring excellent customer service. The ideal candidate will have experience in a similar environment and demonstrate the ability to work under pressure to achieve SLA timelines. This position offers a stable and supportive work environment within a growing company.

Qualifications

• Experience within a similar customer-focused reactive facilities/maintenance environment.
• Confidence to manage all tasks to achieve SLA timescales.
• Proven track record in delivering excellent customer service within an administration environment.

Responsibilities

• Manage and process all incoming job requests across multiple channels.
• Coordinate planned and reactive work with internal teams and suppliers.
• Support Contracts manager with a Key Account.

Skills

Customer service

Communication

Scheduling

Problem-solving

Job description

Facilities Helpdesk Co-ordinator

Salary: £32,000 - £33,000

Hours: Mon to Fri hours (phone number removed)pm or 8.00- 4.30pm

Location: Welwyn Garden City

About the employer

A well‑established, family‑orientated business with a proud reputation and multiple national contracts, offering stability, support and a genuinely people‑focused culture. An exciting period of growth is creating new opportunities to join a forward‑thinking team where you can develop, contribute and be part of their continued nationwide success.

Purpose of the role

The purpose of this role is to manage and process all incoming job requests across multiple channels, coordinating planned and reactive work with internal teams and suppliers while keeping stakeholders updated and ensuring accurate reporting and system administration.

Responsibilities

• Supporting Contracts manager with a Key Account
• Identify the spec of the contractual agreement, meeting all the committed SLA's
• Logging calls and emails using internal systems and client portals, receiving incoming calls and making outgoing phone calls, liaising with clients to give updates on outstanding jobs.
• Allocating remedial quoted works to subcontractors and ensuring the work is planned within the clients SLA and that Risk Assessments are received
• Obtaining relevant order number/instruction for quoted works, ensuring all documentation and customer approvals are attached to our system.
• Raising purchase orders for approved quotes.
• Ensuring all relevant documentation/paperwork is attached to the helpdesk for auditing
• Escalate any issues to the necessary internal personnel
• Ensuring all Risk Assessments are produced where necessary
• Daily monitoring of all outstanding and overdue helpdesks and remedial quoted jobs, escalating as necessary

Attributes

• Experience within a similar customer focused reactive facilities/maintenance environment
• Confidence to manage all tasks to achieve SLA timescales
• Demonstrate the ability to work under pressure in a fast paced environment
• Experience of arranging and scheduling contractors
• Demonstrate a proven track record in delivering excellent customer service within an administration environment