Helpdesk Co-ordinator

BGIS; East Midlands; On-site; GBP 24,000 - 32,000; Full time

Job summary

BGIS is seeking a Helpdesk Coordinator to provide administrative and customer support across FM maintenance contracts. Based in South Normanton, Derbyshire, you will be the first contact for clients, engineers and subcontractors, logging and tracking requests to ensure timely closure.

You will manage work orders, coordinate field teams, and maintain accurate records in CAFM systems. Strong organizational and communication skills are essential for success in this role.

Qualifications

• Experience in Helpdesk/Service Desk/Coordinator/Contract Support roles.
• Experience in Facilities Management or similar service environment.
• Strong administrative and organisational skills.
• Excellent communication and customer service skills.
• Proficient in Microsoft Office (Outlook, Excel, Word).

Responsibilities

• Act as first point of contact for maintenance enquiries via phone and email.
• Log, allocate and monitor reactive maintenance requests through CAFM systems.
• Raise and manage work orders with accurate and complete information.
• Coordinate engineers and subcontractors to meet service delivery requirements.
• Maintain accurate records and update portals with job statuses.
• Support reports for operations and contract management teams.
• Raise purchase orders and assist with supplier/subcontractor administration.

Skills

Administrative skills

Customer service

Communication skills

Multi-tasking

Tools

JobLogic

Concept

Maximo

SAP

Microsoft Office

Job description

The Helpdesk Coordinator is responsible for providing administrative and customer support across FM maintenance contracts. Acting as the first point of contact for clients, engineers and subcontractors, the role ensures reactive and planned maintenance works are logged, coordinated, tracked and closed out efficiently, while maintaining excellent customer service and accurate records within CAFM systems.

Location: South Normanton, Derbyshire

Key Responsibilities

• Act as the first point of contact for all maintenance-related enquiries via phone and email.
• Log, allocate and monitor reactive maintenance requests through CAFM systems.
• Raise and manage work orders, ensuring all job information is accurate and complete.
• Coordinate engineers and subcontractors to ensure service delivery requirements are met.
• Liaise with clients to acknowledge requests, provide updates and manage expectations.
• Schedule planned preventative maintenance (PPM) activities and support delivery of maintenance programmes.
• Monitor job progress and ensure works are completed within agreed service level agreements (SLAs).
• Maintain accurate records, documentation, certificates and compliance information.
• Update customer portals and internal systems with relevant job information and status updates.
• Support the production of reports for operational and contract management teams.
• Raise purchase orders and assist with supplier and subcontractor administration where required.
• Resolve helpdesk queries efficiently and elevate issues where necessary.
• Build positive working relationships with customers, engineers, suppliers and colleagues.
• Ensure all activities are carried out in accordance with company procedures and health & safety requirements.
• Support continuous improvement initiatives to enhance service delivery and customer satisfaction.

Skills & Experience

• Previous experience in a Helpdesk, Service Desk, Coordinator or Contract Support role.
• Experience within Facilities Management, Maintenance, Engineering or a similar service environment is desirable.
• Strong administrative and organisational skills.
• Experience using CAFM systems such as JobLogic, Concept, Maximo, SAP or similar.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Good attention to detail and accuracy.
• Proficient in Microsoft Office, including Outlook, Excel and Word.

Personal Attributes

• Customer-focused with a professional and positive approach.
• Strong problem-solving and organisational skills.
• Able to work effectively under pressure and meet deadlines.
• Flexible and adaptable in a fast-paced environment.
• Team player with the ability to work independently when required.
• Proactive, reliable and highly organised.

What Success Looks Like

• Reactive and planned maintenance tasks are processed efficiently and accurately.
• Service level agreements and customer expectations are consistently met.
• CAFM systems and records are maintained accurately.
• Strong communication is maintained with customers, engineers and subcontractors.
• High levels of customer satisfaction and service delivery performance are achieved.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success. #BGISUK

About Us

BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.

About the Team

BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.

Job Info

• Job Identification 233679
• Job Category Administration
• Posting Date 10/16/2026, 11:38 AM
• Job Schedule Full time
• Job Shift Day