Help Desk and Contract Support

Pareto Facilities Management Ltd; Nottingham; On-site; GBP 32,000 - 42,000; Full time

Job summary

Pareto FM Group is recruiting for a site-based role in Nottingham to lead the helpdesk across six UK & Ireland sites. You’ll own the CAFM system, manage contract finance admin and ensure timely invoicing for services delivered.

You’ll supervise the Helpdesk Coordinator, drive data accuracy in CAFM, and provide regular reports and KPI evidence to the Technical Services Manager, while maintaining strong customer service throughout.

Qualifications

• Experience in an FM helpdesk or service coordination role, including supervising others.
• Strong customer service skills with the ability to manage expectations.
• Daily experience with a CAFM system and Excel for reporting.
• Experience with purchase orders, goods receipting, invoicing or cost reconciliations.
• Understanding of planned maintenance, compliance and asset management.

Responsibilities

• Lead the helpdesk, logging and triaging calls and emails.
• Dispatch work and keep requesters updated until resolution.
• Supervise a Helpdesk Coordinator and develop the team.
• Maintain accurate CAFM data in partnership with the Technical Services Manager.
• Produce weekly/monthly performance reports and KPI evidence.
• Handle quotes, approvals, POs, goods receipts and monthly invoices.

Skills

Customer service

Team supervision

Excel

Communication

Education

IWFM Level 3

AAT

Tools

Simpro

Planon

Sage Intacct

Job description

The opportunity

Join Pareto FM Group as the first point of contact for Experian – the global data and technology company and a major Nottingham employer – across six sites in the UK and Ireland.

You’ll run the helpdesk, own the CAFM system and manage contract finance admin – making sure every request is handled brilliantly, every job is closed properly, and every service is invoiced accurately and on time.

About Pareto FM Group

Pareto FM Group is a leading facilities management partner for businesses across the UK, delivering forward-thinking technical services that keep workplaces safe, efficient and performing at their best. We’re building a business recognised for technical expertise, high standards and genuine care, powered by people whose knowledge, ideas and commitment shape how we work.

We value the contribution every colleague makes and create opportunities for our people to have an impact, develop their expertise and help shape the future of our business.

What you’ll do

• Lead the helpdesk, answering, triaging and logging every call and email
• Dispatch work and keep requesters updated until it’s resolved
• Lead and develop a Helpdesk Coordinator
• Keep CAFM data accurate, working closely with our Technical Services Manager
• Produce weekly and monthly performance reports and KPI evidence
• Manage quotes, approvals and purchase orders
• Goods receipt completed works, reconcile costs and issue monthly invoices

What you’ll bring

• Experience in an FM helpdesk, contact centre or service coordination role, including supervising others
• Excellent customer service skills: asking the right questions, managing expectations and calming difficult conversations
• Daily experience of a CAFM system, such as Simpro or Planon
• Experience of purchase orders, goods receipting, invoicing or reconciliations
• An understanding of planned maintenance, compliance and asset management principles
• Strong Excel skills and accuracy with numbers

It would be great if you also have experience of Simpro and Sage Intacct, a customer service qualification, or AAT or IWFM Level 3.

How you’ll work

You’ll be based on site in Nottingham, with occasional travel to other sites. Our out-of-hours helpdesk covers evenings and weekends, so your hours are predictable – with some extra focus at month end.

What we offer

List only benefits confirmed for this role, e.g. pension, holiday, car or allowance, training, career progression.

Our commitment to inclusion

Pareto FM Group is an equal opportunities employer. We welcome applications from everyone, regardless of background, and value the different perspectives people bring. If you need any adjustments during the recruitment process, just let us know.