Helpdesk Coordinator

Manchester Arndale; Glasgow; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Wagestream access

Retail discounts via Hapi app

Job summary

OCS UK & Ireland is seeking a dedicated helpdesk coordinator to be the principal contact for customer enquiries and new work requests within CAFM Concept, supporting the engineering workforce across the region.

You will update and close out Reactive, PPM and Quoted jobs, raise purchase orders to sub-contractors, and assist project managers on government contracts, ensuring site health & safety documentation and cost variations are tracked.

Qualifications

• Must have the right to work in the UK.
• Strong customer service skills.
• Helpdesk experience in Facilities Management and CAFM system, preferably Concept.
• Strong knowledge of Microsoft Office.
• Excellent organisation and planning skills.
• Knowledge and understanding of property-related issues.
• Exceptional telephone etiquette.

Responsibilities

• Be the principal point of contact for customer enquiries, incoming calls, and new work requests on CAFM Concept System.
• Act as the first point of contact for the engineering workforce and sub-contractors, allocating work to engineers and diary management for the regional area.
• Updating and closing out Reactive, PPM and Quoted jobs for engineers and sub-contractors on CAFM Concept System.
• Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.
• Coordinating and supporting Project Managers in project works across various government contracts including but not limited to requesting quotations, raising POs, creating site Health & Safety files and job costing of variations.
• Updating the database of quotations, engineering overtime and statutory compliance certification, where requested.

Skills

Customer service

Helpdesk experience

CAFM system

Microsoft Office

Organisation & planning

Telephone etiquette

Tools

CAFM Concept

Microsoft Office

Job description

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

About The Role:

Working Hours: Monday to Friday (shift rota: 7am - 3.30pm, 8am - 4.30pm & 10.30am - 7pm)

As part of your role, your key responsibilities will include, but are not limited to:

• To be the principal point of contact for customer enquiries, incoming calls, and new work requests on our CAFM Concept System.
• Acting as the first point of contact for the engineering workforce and sub-contractors, allocating work to engineers and diary management for the regional area.
• Updating and closing out Reactive, PPM and Quoted jobs for engineers and sub-contractors on CAFM Concept System.
• Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.
• Coordinating and supporting Project Managers in project works across various government contracts including but not limited to requesting quotations, raising POs, creating site Health & Safety files and job costing of variations.
• Updating the database of quotations, engineering overtime and statutory compliance certification, where requested.

What are we looking for?

• Applicants must have the right to work in the UK
• Strong Customer service skills.
• Helpdesk experience in Facilities Management and working with the CAFM system, preferably Concept.
• Strong knowledge of Microsoft Office packages.
• Excellent organisation and planning skills.
• Knowledge and understanding of property-related issues.
• Exceptional telephone etiquettes

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.