Helpdesk Coordinator

Ambitionat Equans; Stoke-on-Trent; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Employee discount schemes

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

CSR days

Learning opportunities

Employee referral rewards

Employee networks

24/7 Employee Assistance Program

Job summary

Equans is seeking a Helpdesk Coordinator to join the Stoke ROC team on a permanent basis. This full-time role (40 hours weekly) involves coordinating helpdesk activities, planning and dispatching maintenance work, and using CAFM systems to track job progress, while ensuring SLAs are met.

A competitive salary and benefits package are on offer. The role requires strong administration, customer service, and IT skills, with a focus on accuracy and responsiveness in a busy facilities management

Qualifications

• Experience in customer service or front-line support.
• Desirable familiarity with CAFM systems.
• Excellent written and verbal communication skills.
• Ability to work on own initiative and in a team.
• Comfortable in a fast-paced environment.

Responsibilities

• Provide administrative support, email handling and general office tasks.
• Plan and dispatch maintenance works to engineers, sub-contractors and site managers.
• Manage full life cycle of reactive and planned maintenance through to job completion using the CAFM system.
• Ensure tasks are carried out within defined SLAs and provide timely updates to stakeholders.

Skills

Customer service

Microsoft Office

Communication

Initiative

Team player

Problem solving

Tools

CAFM system

Email management

Job description

Role Overview

Equans is looking for a Helpdesk Coordinator to join our team on the HMCTS contract based at the Stoke ROC office on a permanent basis. This is a full time role working 40 hours per week on a shift working pattern. On offer is a competitive salary and benefits package.

Responsibilities

The Customer Service Centre (CSC) in Stoke provides helpdesk and business support services to a wide range of facilities management contracts. The Helpdesk co-ordinator is expected to deliver excellent administration skill, including email and admin. You will respond to, plan and organise the full life cycle of both reactive and planned maintenance works through to job completion, utilising the CAFM system. This will include planning and dispatching of Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined SLA's and providing administrative support where appropriate. You will work closely with the team but be, the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values-Accountability, Respect, Team Spirit, and Service Focus. We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day. The Helpdesk Co-ordinator requires a combination of technical skills, customer service abilities, and operational efficiency.

Benefits

• 24 days annual leave (+ public holidays).
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Qualifications

• Expected to demonstrate the ability to work on your own initiative.
• Working knowledge of CAFM system (desirable).
• Relevant customer service experience.
• Good written and verbal communication skills.
• Positive team member, but with the ability to work on own initiative.
• Willingness to learn and embrace change.
• Able to work in a fast-paced environment.
• Strong computer literacy, particularly with Microsoft Packages, Word, Excel, Teams, etc.

Diversity & Inclusion

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along

About Us

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world. Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group. Our ambitionAt Equans, we are driven by our ambition to be recognised for our operational excellence and as