Facilities Helpdesk & Planning Coordinator

Sodexo; Liverpool; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Free parking

Professional development

Employee benefits package

Wellbeing support

Pension plan

Life/Loan support

Job summary

Sodexo is seeking a proactive Helpdesk & Maintenance Coordinator to provide a professional service, capturing requests accurately and ensuring delivery within SLAs. You will link client, engineering teams and operations, coordinating and planning both reactive and planned work.

Ideal candidates are highly organised, with strong communication, IT skills, and the ability to balance priorities in a busy environment.

Qualifications

• Experience in helpdesk, facilities, maintenance coordination or administration.
• Experience handling and escalating client queries.
• Excellent customer service and communication skills.
• Strong IT and computer skills.
• Good planning, organisation and time-management abilities.
• Ability to work independently and as part of a team.
• Positive, flexible and proactive approach.
• Willingness to learn and develop within the role.
• Attention to detail and ability to work under pressure.
• Awareness of GxP requirements.

Responsibilities

• Manage incoming helpdesk calls and emails.
• Raise, manage and monitor work orders within SLA/KPI.
• Coordinate and plan reactive and planned maintenance activities.
• Review requests, establish priorities and allocate resources.
• Liaise with maintenance teams, engineers, supervisors and clients.
• Monitor work order completion and follow up on outstanding activities.
• Attend and coordinate daily engineering huddles.
• Provide admin support to hard and soft services teams.
• Manage PPE and workwear ordering.
• Maintain records including TSAs and permits.
• Support asset management data input and general office admin.
• Provide cover for the Hard Services Coordinator when required.
• Build positive relationships with pharmaceutical clients and internal teams.
• Identify opportunities to improve planning, scheduling and service delivery.

Skills

Helpdesk coordination

Customer service

Communication skills

IT proficiency

Planning & organizing

Independent working

Proactive approach

Attention to detail

GxP awareness

Team collaboration

Tools

Microsoft Office

Job description

This is a key role within the operation, providing a professional helpdesk service while coordinating and planning maintenance and facilities activities. You will act as an important link between the client, engineering teams and operational planning, ensuring requests are captured accurately, prioritised appropriately and delivered within agreed service levels.

• Manage incoming helpdesk calls and emails, providing a professional and helpful service to clients and colleagues.
• Raise, manage and monitor work orders, ensuring requests are progressed within agreed SLA and KPI requirements.
• Coordinate and plan reactive and planned maintenance activities to support effective job completion.
• Review work requests, establish priorities and ensure the correct resources are allocated.
• Liaise with maintenance teams, engineers, supervisors and clients to coordinate planned works.
• Monitor work order completion and follow up on outstanding activities to support KPI performance.
• Attend and coordinate daily engineering huddles, ensuring teams have the latest information and any issues are escalated appropriately.
• Provide administrative support to both hard and soft services teams.
• Manage PPE and workwear ordering in line with site procedures.
• Maintain relevant records, including TSAs and permits.
• Support asset management data input and general office administration.
• Provide cover for the Hard Services Coordinator when required.
• Build positive working relationships with pharmaceutical clients and internal teams.
• Identify opportunities to improve planning, scheduling and service delivery.

We're looking for someone who is highly organised, confident communicating with different stakeholders and able to manage competing priorities in a busy environment.

You'll ideally have:

• Previous experience in a helpdesk, facilities, maintenance coordination or administration role.
• Experience handling and escalating customer or client queries.
• Excellent customer service and communication skills.
• Strong IT and computer skills.
• Good planning, organisation and time-management abilities.
• The ability to work independently while also contributing effectively as part of a team.
• A positive, flexible and proactive approach.
• The willingness to learn and develop within the role.
• Good attention to detail and the ability to work under pressure.
• Awareness of GxP requirements.

At Sodexo, we're passionate about our people.We know that our teams are the key to delivering exceptional service and creating meaningful experiences for our clients, customers, and employees.

• Full time
• Monday to Friday
• Up to £31000 per annum plus our Sodexo employee benefits package
• On site free parking
• Opportunities for professional development, Working with Sodexo is more than a job; it's a chance to be part of something greater.

Belong in a company and team that values you for you. Act with purpose and have an impact through your everyday actions. Thrive in your own way. We also offer a range of perks, rewards and benefits for our colleagues and their families:

• Unlimited access to an online platform offering wellbeing support
• An extensive Employee Assistance Programme to help with everyday issues or life's larger problems, including legal and financial advice, support with work or personal issues impacting your wellbeing
• Access to a 24hr virtual GP Service
• Sodexo Discounts Scheme, offering great deals 24/7 across popular high street retailers (also open to friends and family)
• Save for your future by becoming a member of the Pension Plan
• Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools
• Bike to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit
• Sodexo UK and Irelands enhanced benefits and leave policies

A little more about Sodexo: At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.