Helpdesk Co-Ordinator

Syncro Fire & Security; Garswood; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Free on-site parking

Workplace pension scheme

Life insurance and health insurance

25 days annual leave (+5 with option)

Job summary

Syncro Fire & Security, part of the Ranger Group, is seeking a Helpdesk Co-ordinator in St Helens. The role delivers planned and reactive maintenance support, managing requests, scheduling works, and liaising with engineers and subcontractors to drive jobs from enquiry to completion.

This full-time maternity cover position offers a structured workday Monday to Friday with opportunities for permanent progression within the Ranger Group.

Qualifications

• Minimum 2 years' experience in a fast-paced helpdesk, scheduling or customer service environment.
• Excellent customer service skills and a strong customer-focused approach.
• Strong verbal and written communication skills.
• Professional and confident telephone manner.
• Excellent organisational and time-management abilities.
• Ability to manage multiple priorities and work under pressure.
• Excellent attention to detail.
• Competent user of Microsoft Office and computer-based systems.
• Ability to work independently and collaboratively as part of a team.

Responsibilities

• Manage incoming telephone calls and emails, ensuring requests are processed promptly within SLAs.
• Raise, schedule and allocate Planned Preventative Maintenance (PPM) tasks.
• Process customer orders and work orders, ensuring timely scheduling and completion.
• Liaise with engineers, customers and subcontractors for planned and reactive works.
• Carry out administrative duties and maintain accurate electronic records.
• Ensure information is recorded accurately and communicated to customers and internal departments.
• Assist with procurement of resources, materials and services.
• Support invoicing by ensuring job documentation is received.
• Maintain customer, job and service information across systems.
• Produce reports and management information as required.
• Monitor outstanding works and follow up on progress to completion.
• Deliver a consistently high standard of customer service.

Skills

Helpdesk experience

Customer service

Communication

Telephone manner

Organisational skills

Time management

Microsoft Office

Teamwork

Education

GCSEs or equivalent

Job description

Helpdesk Co-ordinator

Location: St Helens, WA11 9UY

Salary: £27,500 per annum

Job Type: Full-time, Maternity Cover (with potential to become permanent)

Hours: Monday to Friday

About Us

Syncro, part of the Ranger Group, is a leading provider of facilities management and engineering support services. We pride ourselves on delivering exceptional customer service and operational excellence to our clients across a range of sectors. Due to continued growth, we are seeking an experienced and highly organised Helpdesk Co-ordinator to join our busy team.

This is an excellent opportunity for a proactive individual who thrives in a fast-paced environment and enjoys coordinating multiple tasks while delivering outstanding customer service.

The Role

As a Helpdesk Co-ordinator, you will play a key role in supporting the effective delivery of planned and reactive maintenance services. You will be responsible for managing customer requests, scheduling works, liaising with engineers and subcontractors, and ensuring all jobs are progressed efficiently from initial enquiry through to completion.

Key Responsibilities

• Manage incoming telephone calls and emails, ensuring all requests are processed promptly and within agreed service level agreements (SLAs).
• Raise, schedule and allocate Planned Preventative Maintenance (PPM) tasks.
• Process customer orders and work orders, ensuring works are scheduled and completed within required timescales.
• Liaise with engineers, customers and subcontractors regarding planned and reactive works.
• Carry out all associated administrative, clerical and telephone duties, maintaining accurate electronic records.
• Ensure information is recorded accurately and communicated effectively to customers and internal departments.
• Assist with the procurement of resources, materials and services required for the delivery of works.
• Support the invoicing process by ensuring all relevant job documentation and information has been received and completed.
• Maintain customer, job and service information across company systems and databases.
• Produce accurate reports and management information as required.
• Monitor outstanding works and proactively follow up to ensure jobs progress through to successful completion.
• Deliver a consistently high standard of customer service.

Essential Requirements

• Minimum of 2 years' experience within a fast-paced helpdesk, scheduling or customer service environment.
• Excellent customer service skills with a strong customer-focused approach.
• Strong verbal and written communication skills.
• Professional and confident telephone manner.
• Excellent organisational and time-management abilities.
• Ability to manage multiple priorities and work under pressure.
• Excellent attention to detail.
• Competent user of Microsoft Office and computer-based systems.
• Ability to work independently and collaboratively as part of a team.

Desirable Requirements

• Previous experience within the fire and security industry or a similar service and engineering environment.
• Experience coordinating field-based engineers and planned maintenance visits.
• Customer service qualification or relevant training.
• GCSEs or equivalent qualifications.

Benefits

• Salary of £27,500 per annum
• Monday to Friday working pattern
• Free on-site parking
• Workplace pension scheme
• Life insurance and health insurance
• 25 days annual leave plus the option to purchase up to 5 additional days per year
• Opportunity for the role to become permanent
• Career development opportunities within Syncro and the wider Ranger Group