Helpdesk Coordinator | Porton Down

VIVO Defence Ltd; Salisbury; On-site; GBP 21,000 - 28,000; Full time

Job summary

VIVO Defence Services is seeking a Helpdesk Coordinator to join the Porton Down team. You will act as the link between customers, maintenance teams and site management, scheduling maintenance works and handling inquiries in a fast-paced environment.

You will coordinate engineers, raise service requests and maintain records in CAFM systems, contributing to service levels and compliance. A collaborative, customer-focused attitude is essential for success.

Qualifications

• Experience within a Helpdesk, scheduling, customer service or facilities management environment is highly beneficial.
• Strong organisational skills, attention to detail, and confidence with Microsoft Office applications.
• Experience with CAFM systems is advantageous but not essential.

Responsibilities

• Schedule planned and reactive maintenance works across DSTL sites.
• Coordinate engineers and operatives and handle calls and emails.
• Raise service requests and ensure progress to completion.
• Maintain CAFM records and assist with reporting and month-end tasks.
• Collaborate with the Helpdesk Team Leader in a busy, team-based environment.

Skills

Helpdesk experience

Scheduling

Customer service

Facilities management

Maintenance coordination

MS Office

CAFM systems

Tools

MS Office

CAFM systems

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: Porton Down

Contract: Permanent, Full Time

Hours: 37.5 hours per week, Monday to Friday

Shift Pattern: Rotating shifts between 7:00am and 5:00pm, including early and late shifts on a rota basis. Typical shifts include 7:00am to 3:00pm and 8:30am to 5:00pm. No weekends and no on-call requirements.

Join the Team Behind the Service

Are you organised, customer-focused and thrive in a busy environment where no two days are the same?

VIVO is looking for a Helpdesk Coordinator to join our growing team at Porton Down, supporting one of the UK's most important Defence estates. This is a fantastic opportunity to become part of a fast-paced Helpdesk operation where you'll play a vital role in keeping maintenance services running smoothly across multiple DSTL sites.

Whether you're already working within a scheduling or helpdesk environment, or you're an experienced customer service professional looking for a new challenge, we'd love to hear from you. We can teach systems and processes, and we're happy to develop the right person with the professionalism and customer-focused attitude we're looking for.

The Role

As a Helpdesk Coordinator, you'll be at the centre of our operation, acting as the link between customers, maintenance teams and site management.

You’ll be responsible for scheduling planned and reactive maintenance works across DSTL sites, coordinating engineers and operatives, handling incoming calls and emails, raising service requests and ensuring all work is progressed efficiently through to completion.

You’ll work closely with the Technical Services Manager and operational teams to ensure maintenance activities remain compliant, service levels are achieved and month-end requirements are completed accurately.

Customer service is a key part of this role. You’ll be one of the first points of contact for clients and end users, ensuring every interaction is handled professionally and positively.

What You’ll Be Doing

Your day might involve taking maintenance calls from customers, creating and updating work orders, scheduling engineers to attend site, liaising with stakeholders regarding progress updates, processing purchase orders and ensuring maintenance activities are completed within agreed timescales.

You’ll maintain accurate records using CAFM systems, support compliance requirements and help ensure the smooth operation of a busy Helpdesk function. You’ll also assist with reporting, month-end activities and continuous improvement initiatives designed to enhance customer experience and operational performance.

Working within a team of ten, including the Helpdesk Team Leader, you’ll be part of a collaborative environment where there are always colleagues available to support one another.

What We’re Looking For

We’re seeking someone who enjoys working in a customer-focused environment and can remain organised while managing multiple priorities.

Experience within a Helpdesk, scheduling, customer service, facilities management or maintenance coordination environment would be highly beneficial. However, just as important is the ability to communicate effectively, build positive relationships and provide excellent service.

You’ll have strong organisational skills, good attention to detail and confidence using Microsoft Office applications and digital systems. Experience working with CAFM systems is advantageous but not essential.

Most importantly, you’ll have a positive attitude, a willingness to learn and a genuine commitment to delivering a great customer experience.

Security Requirements

Due to the sensitive nature of the site, applicants must be British Nationals and able to obtain and maintain Security Clearance (SC). Candidates must also be aged 18 or over in line with site requirements.

Why Join VIVO?

This role offers a fantastic opportunity to build a career within a growing organisation that values its people. You’ll join a supportive team environment, receive training and development opportunities, and play a key role in supporting essential Defence infrastructure.

With a Monday to Friday working pattern, no weekend working and no on-call commitments, this position offers a great work-life balance alongside the opportunity to develop valuable skills within facilities management and customer service.

If you're looking for a varied role where organisation, communication and customer service are at the heart of what you do, we'd love to hear from you.

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.