Help Desk and Contract Support

Pareto FM; Nottingham; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Pareto FM Group is seeking a proactive Helpdesk Lead at our Nottingham site. You’ll run the helpdesk, own the CAFM system, manage contract finance admin and invoice cycles across six UK sites. You will supervise a Helpdesk Coordinator and ensure timely, accurate service delivery while maintaining data integrity.

Based on site in Nottingham with occasional travel, you will generate reports, monitor KPIs and keep costs aligned with approvals and purchase orders. Strong CAFM experience is essential.

Qualifications

• Experience in FM helpdesk or service coordination, including supervising others.
• Strong customer service skills and problem-solving abilities.
• Familiarity with CAFM systems such as Simpro or Planon.
• Experience with purchase orders, invoicing and cost reconciliation.

Responsibilities

• Lead the helpdesk, answering, triaging and logging calls and emails.
• Dispatch work and keep requesters updated until resolved.
• Lead and develop a Helpdesk Coordinator.
• Keep CAFM data accurate, work with 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.

Skills

FM helpdesk

Customer service

Supervising

Excel

CAFM systems

Data accuracy

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.