Helpdesk Coordinator

United Infrastructure Connected; Warrington; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous holiday allowance

Bike to work scheme

Company pension

Life insurance

Health Cash Plan

On-site parking

Wellness programmes

Job summary

United Infrastructure Connected is seeking a Helpdesk Coordinator to manage incoming service requests, coordinate work orders and support delivery teams to meet SLAs and KPIs. The role requires strong organisational and communication skills to log tasks accurately and progress them through the appropriate channels.

You will work with operational delivery teams to ensure efficient service delivery and maintain high standards of customer service, with awareness of policy, procedures and health and

Qualifications

• Intermediate Excel skills required.
• Experience using a CAFM system.
• Educated to A-Level standard or equivalent (desirable).

Responsibilities

• Ensure duties comply with company policies, procedures and health and safety regulations.
• Manage incoming client telephone calls and service requests efficiently.
• Coordinate and triage work orders in the CAFM system.
• Provide administrative support to delivery teams and management.

Skills

Intermediate Excel

Planning & coordination

Helpdesk experience

Microsoft Office

Education

A‑Level or equivalent

Tools

CAFM system

Job description

The Helpdesk Coordinator is responsible for managing incoming service requests, coordinating work orders, and supporting operational delivery teams to ensure services are delivered efficiently and in line with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The role requires strong communication, organisation, and problem‑solving skills to ensure all tasks are logged accurately, prioritised correctly, and progressed through the appropriate channels. The role operates in accordance with company policies, procedures, and health and safety legislation while maintaining a high standard of customer service and professionalism.

Key Responsibilities

• Ensure all duties are carried out in compliance with company policies, procedures, and health and safety regulations.
• Deliver tasks professionally to meet both client expectations and organisational service standards.
• Support the delivery of services in line with contractual SLAs and KPIs.
• Work collaboratively with operational delivery teams and management to ensure smooth service delivery.
• Provide administrative and operational support across the helpdesk function as required.
• Manage all incoming client telephone calls, ensuring enquiries and service requests are handled efficiently.
• Monitor and manage shared helpdesk mailboxes, responding to and actioning requests in a timely manner.
• Process and manage incoming work orders through the CAFM system, ensuring accurate triage and correct allocation.
• Ensure work orders are logged accurately the first time by confirming scope, clarifying missing information, and gathering required details.
• Raise follow‑up tasks following Planned Preventative Maintenance (PPM) visits and allocate them to the appropriate departments for action.
• Maintain clear and professional communication with clients, members of the public, engineers, and internal teams.
• Support operational and management teams with administrative tasks and service coordination.
• Ensure all service requests are issued to the appropriate teams promptly to avoid delays to planning and delivery SLAs.
• Handle front‑line client escalations, ensuring issues are resolved or escalated appropriately.
• Provide updates and regular communication to stakeholders regarding escalations, service requests, and ongoing works.
• Carry out additional duties as required by the Line Manager in line with the level of the role.

Qualifications

• Intermediate Microsoft Excel skills.
• Experience using CAFM system.
• Previous experience in a planning, coordination, or helpdesk role using internal business systems and Microsoft Office tools.
• Knowledge of Facilities Management and Hard Services sectors is desirable.
• Educated to A‑Level standard or equivalent (desirable).

Benefits

• Generous holiday allowance
• Bike to work scheme
• Company pension
• Life insurance
• Health Cash Plan
• On‑site parkingWellness programmes

Equal Opportunities Statement—At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know— we want this to be the best possible experience for you.