Helpdesk Co-ordinator

Build Recruitment Limited; Greater London; Hybrid; GBP 33,000; Full time

Job summary

A leading recruitment agency is seeking a proactive Helpdesk Co-ordinator to deliver responsive helpdesk services. The role involves managing workflow, coordinating tasks, and ensuring service delivery meets KPIs. Ideal candidates will have significant helpdesk experience and strong IT skills. This is a full-time role in Walthamstow, with a salary of £33,000 and potential for hybrid working after probation.

Qualifications

• Significant experience in a helpdesk or facilities management role.
• Experience working with subcontractors within a facilities management environment.
• Strong knowledge of relevant legislation and best practices.

Responsibilities

• Coordinate and manage incoming service requests and help calls.
• Prioritise caseload to ensure timely progression of jobs.
• Build and maintain strong working relationships with teams and stakeholders.

Skills

Helpdesk experience

Coordination skills

Knowledge of facilities management

IT competency

Tools

Microsoft Office

CAFM platforms

Job description

Helpdesk Co‑ordinator

Salary: £33,000

Location: Walthamstow (Waltham Forest)

Contract: 12-month maternity cover (potential to become permanent)

Hours: 36 hours per week (9am-5pm, with one 8am-4pm shift per week on a rota)

Working pattern: Initially full-time office-based. After probation, potential for hybrid

About the Role

We are seeking a proactive and highly organised Helpdesk Co‑ordinator to deliver responsive helpdesk services that support repairs, maintenance and premises support functions across a wide range of environments. You will play a key role in managing workflow, triaging service requests, coordinating tasks with contractors and internal teams, and ensuring service delivery meets agreed KPIs.

Key Responsibilities

• Coordinate and manage incoming service requests, work orders and help calls using CAFM systems (Concerto) and internal platforms such as ServiceOS.
• Prioritise and manage a personal caseload to ensure timely progression of open jobs in line with service KPIs.
• Build and maintain strong working relationships with internal teams, contractors and external stakeholders.
• Use effective questioning and listening techniques to understand customer needs and direct queries appropriately.
• Support the scheduling of routine and planned works.
• Manage queries and complaints professionally and ensure follow‑up actions are completed.
• Assist with business development activity by supporting client officers in arranging or preparing for meetings.
• Ensure all work is carried out in accordance with health and safety requirements, policies and procedures.

Skills, Experience & Qualifications

• Significant experience in a similar helpdesk, coordination or facilities management role.
• Experience working with subcontractors and within a facilities management environment.
• Strong knowledge of relevant legislation, professional guidelines and best practice.
• Proven ability to monitor performance and take corrective action where needed.
• Ability to manage conflicting priorities, work under pressure and use initiative to resolve issues.
• Competent IT skills, including Microsoft Office and specialist systems such as CAFM platforms.
• Flexible approach to work, including occasional out‑of‑hours or weekend support if required.

Please apply or call Leah Seber at Build Recruitment