Helpdesk Coordinator

ISS UK Limited; City of Edinburgh; On-site; GBP 24,000 - 34,000; Full time

Job summary

ISS UK Limited seeks a Helpdesk Coordinator to support Compliance CAFM management through maintaining accurate asset data, information sharing, and trend analysis. You will help implement and develop compliance document control platforms to meet operational and legislative requirements.

This role coordinates maintenance activities, supports engineers, and ensures service delivery targets are met while assisting with audits and documentation standards.

Qualifications

• Previous helpdesk or facilities helpdesk experience would be beneficial.
• Strong administrative skills with the ability to manage and prioritise multiple tasks.
• Excellent telephone manner with confidence in handling calls and supporting engineers, clients and customers.
• Strong stakeholder management with the ability to build relationships at all levels.
• Highly organised with the ability to work in a fast-paced environment and meet deadlines.
• Proficient in managing emails, coordinating workloads, and maintaining accurate records.
• Experience working to SLAs and supporting operational performance targets.

Responsibilities

• Support a team of 8 engineers across Monday to Friday operations.
• Manage shared mailboxes and coordinate reactive maintenance tasks and PPM schedules across designated regional sectors.
• Monitor PPM completion and ensure all activities are closed within agreed SLA targets.
• Raise purchase orders and provide day-to-day administrative support to engineers.
• Process and close completed work orders, reviewing job reports from subcontractors and internal teams.
• Produce and distribute daily operational and performance reports.
• Maintain accurate records and system updates to support service delivery and compliance requirements.
• Assist with audit activities, ensuring documentation and processes meet company standards.

Skills

Administrative skills

Organised

Stakeholder management

Telephone manner

Multi-tasking

Communication skills

Support engineers

Job description

Job Description

We are seeking a Helpdesk Coordinator to support Compliance CAFM management through the maintenance of accurate asset data, information sharing, and trend analysis.

You will play a key role in ensuring compliance document control platforms are effectively implemented, maintained, and developed to support operational and legislative requirements.

We are looking for an organised and proactive individual to coordinate maintenance activities, manage documentation, support engineers, and ensure service delivery performance is achieved.

This role is central to maintaining compliance records, supporting audits, and ensuring planned and reactive maintenance activities are completed within agreed targets.

Key Responsibilities

• Support a team of 8 engineers across Monday to Friday operations.
• Manage shared mailboxes and coordinate reactive maintenance tasks and Planned Preventative Maintenance (PPM) schedules across designated regional sectors.
• Monitor PPM completion and ensure all activities are closed within agreed SLA targets.
• Raise purchase orders and provide day-to-day administrative support to engineers.
• Process and close completed work orders, reviewing job reports from subcontractors and internal teams.
• Produce and distribute daily operational and performance reports.
• Maintain accurate records and system updates to support service delivery and compliance requirements.
• Assist with audit activities, ensuring documentation and processes meet company standards.

Professional and Personal Competencies/Qualifications

• Previous helpdesk or facilities helpdesk experience would be beneficial.
• Strong administrative skills with the ability to manage and prioritise multiple tasks effectively.
• Excellent telephone manner with confidence in handling incoming calls and providing support to engineers, clients, and customers.
• Strong stakeholder management skills with the ability to build and maintain positive working relationships at all levels.
• Highly organised with the ability to work in a fast-paced environment and meet deadlines.
• Proficient in managing emails, coordinating workloads, and maintaining accurate records.
• Strong written and verbal communication skills.
• Experience working to service level agreements (SLAs) and supporting operational performance targets.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.