Helpdesk Coordinator/Customer Support

Guidant Global; Winsford; On-site; GBP 21,000 - 30,000; Full time

Job summary

Guidant Global is seeking a reliable Helpdesk Operative to join our facilities maintenance team in the United Kingdom. You will handle incoming calls and emails, log and manage maintenance jobs, and liaise with engineers, subcontractors and suppliers to keep work moving.

This role requires strong organisation, attention to detail and a customer‑focused approach. You will update client portals, raise quotes, manage job progression from start to finish, and monitor SLAs and KPIs to ensure

Responsibilities

• Answering incoming calls and emails from clients, subcontractors and engineers
• Logging and managing maintenance jobs accurately via the helpdesk system
• Liaising with engineers, subcontractors, and suppliers
• Raising, sending, and following up on quotes
• Providing updates to clients and managing job progression from start to finish
• Escalating urgent or overdue issues appropriately
• Maintaining clear and accurate records
• Preparing basic reports
• Monitoring and managing SLAs and KPIs where deadlines are at risk
• Triaging incoming requests to ensure they are logged with the correct priority
• Dealing with invoicing
• Updating client portals and systems in line with contractual requirements

Skills

Customer service

Organisation

Communication

Attention to detail

Job description

We are a facilities maintenance company looking for a reliable and organised Helpdesk Operative to join our team. This role is central to our day-to-day operations and would suit someone who is confident, customer focused, and comfortable working in a fast paced, busy environment.

Key Responsibilities

• Answering incoming calls and emails from clients, subcontractors and engineers
• Logging and managing maintenance jobs accurately via the helpdesk system
• Liaising with engineers, subcontractors, and suppliers
• Raising, sending, and following up on quotes
• Providing updates to clients and managing job progression from start to finish
• Escalating urgent or overdue issues appropriately
• Maintaining clear and accurate records
• Preparing basic reports
• Monitoring and managing SLAs and KPIs where deadlines are at risk
• Triaging incoming requests to ensure they are logged with the correct priority
• Dealing with invoicing
• Updating client portals and systems in line with contractual requirements