Helpdesk Coordinator | RAF Alconbury

Serco; Cambridgeshire and Peterborough; On-site; GBP 27,000 - 28,000; Full time

Job summary

A leading company is seeking a Helpdesk & Scheduling Coordinator to support operations at RAF Alconbury. The role involves managing service requests, scheduling maintenance tasks, and ensuring data accuracy. Ideal candidates are organised, detail-oriented, and possess strong communication skills. Join a collaborative team with opportunities for growth and a positive impact on service performance.

Benefits

25 days annual leave plus bank holidays

Life assurance policy

6% employer matched pension contribution

Excellent career progression opportunities

Qualifications

• Experience in a helpdesk environment, preferably in facilities management.
• Proactive approach to work, organised and reliable.

Responsibilities

• Manage incoming service requests by phone and email.
• Schedule Planned Preventive Maintenance tasks.
• Provide administrative support to TSMs and BEMs.

Skills

Organised

Detail-oriented

Strong communication

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

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.

Contract Type: Full-Time
Location: RAF Alconbury, Huntingdon PE28 4DA
Working Hours: 40 Hours per week, Monday to Friday (8:00AM-4:30PM)
Salary: £27,000 - £27,500 dependent on experience

Are you highly organised, detail-oriented, and passionate about operational excellence? Do you thrive in a fast-paced environment where every day presents a new challenge? We are looking for a confident and capable Helpdesk & Scheduling Coordinator to play a central role in supporting our on-site operations at RAF Alconbury. In this essential role, you will be the bridge between our frontline teams and service users, ensuring that maintenance tasks are scheduled, tracked, and closed out efficiently while keeping performance data accurate and up to date.

About the Role

As the Helpdesk & Scheduling Coordinator, you will manage incoming service requests by phone and email, ensuring they are logged, prioritised, and responded to within the required service level agreements. You’ll take responsibility for scheduling all Planned Preventive Maintenance tasks, ensuring every job is allocated correctly and completed on time. You’ll oversee the closure of completed work and maintain up-to-date records for performance reporting. Each day, you will monitor all open jobs, reporting their status to the Built Estate Manager and highlighting any risks to performance.

You’ll support operational continuity by managing purchase orders, compiling site sign-in sheets and timesheets, and arranging escorts when required. You will also provide vital administrative support to the TSMs and BEMs, including handling complaints, compliments, and service failures professionally and promptly. On the performance side, you’ll be actively involved in daily team meetings and will play a key role in weekly and monthly performance reviews, offering insights and updates on key performance trends, risks, and opportunities. Your input will help drive data quality, ensure contract compliance, and improve operational outcomes.

What We’re Looking For

It is essential that you have experience working in a helpdesk environment, preferably within facilities management. We’re seeking someone who brings a structured, proactive approach to their work and who takes pride in being organised and reliable. Strong communication skills are essential, both in writing and over the phone, and you should be comfortable working with performance data and reporting tools. You’ll be someone who can manage multiple priorities without losing focus, while maintaining a positive and professional attitude with colleagues and stakeholders alike.

Why Join Us?
This is an exciting opportunity to be at the heart of a vital operational team supporting a high-profile site. Your work will have a direct impact on service performance and customer satisfaction. You’ll enjoy a role with variety, responsibility, and the chance to contribute to something meaningful. We offer a professional environment, a collaborative team, and opportunities for growth and development within a mission-focused organisation.

What we offer;

• 25 days annual leave plus bank holidays
• Life assurance policy
• 6% employer matched pension contribution
• Excellent career progression opportunities

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.