Helpdesk Coordinator | Porton Down

VIVO Defence Services; Salisbury, Idmiston; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

VIVO Defence Services, a joint venture between Serco and EQUANS, seeks a Helpdesk Coordinator at Porton Down, Salisbury. You will support maintenance across DSTL sites, acting as the link between customers, maintenance teams and site management.

We value organised, customer-focused individuals who can manage multiple priorities, use CAFM systems, and communicate effectively to keep operations running smoothly.

Qualifications

• Experience in a Helpdesk, scheduling, customer service, facilities management or maintenance coordination environment is beneficial.
• Strong organisational skills, attention to detail and confidence using Microsoft Office applications.
• Experience with CAFM systems is advantageous.
• Ability to communicate effectively and build positive relationships to deliver excellent service.

Responsibilities

• Schedule planned and reactive maintenance works across DSTL sites and coordinate engineers and operatives.
• Handle incoming calls and emails, raise service requests and progress work to completion.
• Maintain accurate records and support compliance requirements using CAFM and other systems.
• Assist with reporting, month-end activities and continuous improvement initiatives.
• Work as part of a team of ten in a collaborative environment with the Helpdesk Team Leader.

Skills

Customer service

Scheduling

Facilities management

Maintenance coordination

Tools

CAFM systems

Microsoft Office

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.

Job Req ID: 312858

Posting Start Date: 3 Nov 2026

Location:

Salisbury, Wiltshire, GB, SP4 0JQ

Contract Type: Full Time

Job Advertisement:

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

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.