Helpdesk Coordinator

VIVO Defence; Salisbury; On-site; GBP 40,000 - 60,000; Full time

Job summary

A facilities management company in Salisbury is seeking a Helpdesk Coordinator. In this role, you will serve as the first contact for customers, handling requests efficiently and managing maintenance tasks. You should have experience in customer service and familiarity with helpdesk technologies. The position requires excellent communication skills and a detail-oriented approach to maintain high service standards. This is a full-time, on-site role, and offers a competitive salary.

Qualifications

• Experience in a customer service helpdesk or scheduling environment is required.
• Ability to handle complex queries calmly and effectively.
• Strong track record of delivering quality outcomes.

Responsibilities

• Act as the first point of contact for customers and manage requests professionally.
• Coordinate reactive and planned maintenance work for on-site operatives.
• Process purchase orders and manage complaints sensitively.

Skills

Customer service experience

Helpdesk technologies familiarity

Strong communication skills

IT skills (especially Microsoft Office)

Tools

CAFM systems

Telephony systems

Omnichannel platforms

Job description

Who we are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What we do

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Location: DSTL, Salisbury - on site role, no hybrid working

Permanent, Full time

Salary: Competitive

As a Helpdesk Coordinator with VIVO Defence Services, you'll be the first point of contact for customers, ensuring every interaction is handled professionally, efficiently, and with genuine care. Whether via phone, email, or other communication channels, you'll manage requests within agreed service levels, providing accurate information and raising Service Requests in our CAFM system to keep operations moving smoothly.

You'll coordinate both reactive and planned maintenance work, ensuring tasks are allocated to the right on-site operatives while maintaining the highest safety standards. By keeping our systems up to date in real time, you'll enable efficient workflows, accurate reporting, and a clear view of operational performance.

Your role will involve processing purchase orders, managing complaints sensitively and effectively, and escalating issues when necessary. You'll aim for excellence in every interaction, consistently meeting key performance indicators and quality requirements while supporting colleagues and contributing to a positive team culture.

Beyond the day-to-day, you'll help drive continuous improvement-seeking ways to make the Helpdesk more efficient, future-ready, and customer-focused. You may also take part in projects linked to Helpdesk operations, ensuring they are delivered to the highest standard. Throughout, you'll uphold all site health, safety, and security protocols to protect both people and assets.

What You'll Bring

Success in this role requires experience in a customer service helpdesk or scheduling environment, with the ability to handle complex and challenging queries calmly and effectively. You'll be confident working to tight timescales, have a strong track record of delivering quality outcomes, and be familiar with helpdesk technologies including telephony, omnichannel platforms, and CAFM systems.

Strong communication skills-both written and verbal-are essential, as is an eye for detail and the commitment to maintaining exacting standards. Excellent IT skills, particularly in Microsoft Office, will help you thrive in this fast-paced environment. If you can combine operational precision with a passion for outstanding service, you'll play a key role in keeping our Defence estate running efficiently and effectively.

VIVO Defence Services

The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.