Facilities Helpdesk Coordinator — 24/7 SLA-Driven

Equans UK & Ireland; Bellshill; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

24 days annual leave + public holidays

Life Cover 1.5x salary

Employee discount schemes

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

CSR days

Learning opportunities

Employee referral rewards

Employee networks

Employee Assistance Program

Job summary

Equans is seeking a Helpdesk Coordinator to join the Business Support Centre team based at Phoenix House, Bellshill on a temporary 6-month contract. This full-time role is 37.5 hours per week with a salary banding of £27,500 - £28,860 and a comprehensive benefits package.

You will deliver frontline helpdesk services, log calls on CAFM systems, assign work, monitor SLAs, and provide first-line support for EV charging customers, in a busy multi-contractor environment.

Qualifications

• Experience of working to strict SLAs & KPIs.
• Good Customer Service Skills.
• Excellent attention to detail including a high level of accuracy.
• Experience in working in a fast-paced environment.
• Experience with Microsoft packages.
• Ability to prioritise is essential.
• FM Helpdesk experience (Desirable).

Responsibilities

• Answer calls for a growing multi contract fast paced Helpdesk.
• Live Call logging on Internal CAFM systems.
• Assigning and Dispatching to various resources via multiple channels.
• Work to Service level agreements preventing financial penalties to the business.
• Issue reports to Internal and external clients/Customers using in-house system.
• Pro-Actively Monitor and Chase work Orders to completion within the required SLA.
• First line support for our electric vehicle charging (GeniePoint) customers.
• Action requests via various channels.
• Administration tasks as required by the business.

Skills

SLA/KPI experience

Customer service

Attention to detail

Fast-paced environment

Microsoft Office

Prioritisation

Job description

Equans is seeking a Helpdesk Coordinator to join the Business Support Centre team based at Phoenix House, Bellshill on a temporary 6-month contract. This full-time role is 37.5 hours per week with a salary banding of £27,500 - £28,860 and a comprehensive benefits package.

You will deliver frontline helpdesk services, log calls on CAFM systems, assign work, monitor SLAs, and provide first-line support for EV charging customers, in a busy multi-contractor environment.