Facilities Helpdesk Lead & CAFM/Contract Admin

Pareto Facilities Management Ltd; Nottingham; On-site; GBP 28,000 - 38,000; Full time

Job summary

Pareto FM Group is seeking a dedicated Helpdesk Lead to be the first point of contact for Experian across six UK and Ireland sites. You will run the helpdesk, own the CAFM system and manage contract finance admin to ensure requests are handled brilliantly, jobs closed properly and invoices issued on time.

You will base on-site in Nottingham with occasional travel, and will lead a small team, coordinating with our Technical Services Manager and delivering regular KPI reports.

Qualifications

• Experience in an FM helpdesk, contact centre or service coordination role, including supervising others.
• Excellent customer service skills: managing expectations and calming conversations.
• Daily experience of a CAFM system (e.g., Simpro or Planon) and strong data accuracy.
• Experience with purchase orders, goods receipting, invoicing or cost reconciliations.
• Understanding of planned maintenance, compliance and asset management principles.
• Strong Excel skills and numerical accuracy.
• Desirable: Sage Intacct, AAT IWFM Level 3 or related customer service qualifications.

Responsibilities

• Lead the helpdesk, logging and triaging calls and emails.
• Dispatch work and keep requesters updated until resolution.
• Lead and develop a Helpdesk Coordinator.
• Maintain CAFM data accuracy in collaboration with the Technical Services Manager.
• Produce weekly and monthly performance reports and KPI evidence.
• Manage quotes, approvals and purchase orders.
• Process goods receipt, reconcile costs and issue monthly invoices.

Skills

Helpdesk coordination

Customer service

CAFM systems

Excel

Sage Intacct (benefit)

Simpro/Planon (preferred)

Purchase orders/invoicing

Asset management knowledge

Tools

Simpro

Planon

Sage Intacct

Job description

Pareto FM Group is seeking a dedicated Helpdesk Lead to be the first point of contact for Experian across six UK and Ireland sites. You will run the helpdesk, own the CAFM system and manage contract finance admin to ensure requests are handled brilliantly, jobs closed properly and invoices issued on time.

You will base on-site in Nottingham with occasional travel, and will lead a small team, coordinating with our Technical Services Manager and delivering regular KPI reports.