Helpdesk Coordinator

TN United Kingdom; Urmston; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Help-desk Coordinator to enhance operations in the Fire & Security sector. This role involves coordinating jobs between clients and engineering teams, ensuring timely maintenance and service delivery. The ideal candidate will possess strong administrative skills and a flexible approach to work. Join a dynamic team where your contributions will directly impact service efficiency and client satisfaction. This is a fantastic opportunity for those looking to advance their career in a supportive environment.

Qualifications

• Experience in a help-desk environment is preferred.
• Strong computer literacy is essential.

Responsibilities

• Allocate jobs to field technicians and subcontractors.
• Coordinate maintenance visits and ensure SLA/KPI targets are met.

Skills

Administrative experience

Computer literacy

Adaptability

Job description

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We are currently recruiting for a Help-desk Coordinator to join our client’s Fire & Security business in Urmston, Manchester. The successful candidate will be responsible for allocating and coordinating reactive, planned, and service installation works between clients and engineering staff.

Key Responsibilities:

• Allocate jobs to field technicians and subcontractors
• Review electronic timesheets for field technicians
• Report and escalate pending calls
• Coordinate field technician revisits
• Distribute maintenance visits
• Issue pre-planned maintenance schedules to clients and service managers
• Prepare SLA/KPI reports for specific clients
• Manage administrative tasks, including spreadsheets for various contracts
• Plan all maintenance visits
• Ensure all SLA/KPI targets are met within deadlines
• Complete monthly SMS health checks
• Handle on-call administration and updates
• Arrange reactive and pre-planned maintenance appointments with end users
• Set up and amend maintenance contracts
• Manage and reduce WAIT information
• Achieve monthly maintenance KPIs
• Provide training on aspects of Belfast operations
• Compile management reports for site-based service managers
• Liaise with service and operations managers regarding KPI performance
• Create job packs for service and operations managers

Skills & Experience:

• Administrative experience, preferably within a help-desk environment
• Computer literacy skills
• Adaptable and flexible approach to work