Helpdesk Coordinator | RAF Lakenheath

VIVO Defence; England; On-site; GBP 20,000 - 30,000; Full time

Job summary

A facilities management company in the UK is seeking a Helpdesk Coordinator based at RAF Lakenheath. The role involves handling communications with residents, managing service requests, and supporting operational teams. Ideal candidates should have strong IT skills, customer service experience, and the ability to obtain SC Clearance. This position offers a full-time contract and various employee benefits including a pension scheme and professional development opportunities.

Benefits

Up to 6% contributory pension scheme

25 Days annual leave

Volunteer leave

Established reward and recognition scheme

One paid professional subscription

Life Assurance Policy

Employee discount and reward schemes

Training opportunities

Qualifications

• Confident using IT systems including Microsoft Packages.
• Previous experience in a customer facing/helpdesk role.
• Full UK Driving License required.
• Experience within an MOD environment preferred.

Responsibilities

• Handle inbound and outbound phone calls and emails.
• Raise and manage Service and Work requests in the CAFM system.
• Schedule reactive and preventative maintenance with engineers.

Skills

IT systems proficiency

Excellent communication skills

Customer service experience

Knowledge of CAFM systems

Tools

Microsoft Packages

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.

Contract: Full Time, Permanent

Location: RAF Lakenheath, Brandon, Suffolk, IP27 9PP

Working Hours: 40 hours per week, Monday to Friday, 7:30AM-5:00PM

Could you be our next Helpdesk Coordinator working in our team at RAF Lakenheath?

Working within an experienced team of Helpdesk Coordinators, you will be handling inbound and outbound phone calls and emails with those residing in married family housing or building custodians.

You will also be supporting the operational team, by raising and managing Service and Work requests in the CAFM system, communicating with engineers to schedule both reactive and preventative planned maintenance, processing purchase orders and ensuring systems are updated accurately within the set time scales.

You will also be assisting with any other projects that may be attached to the Helpdesk Team.

What you\'ll need to do this role

First and foremost you will need to be confident using IT systems, including Microsoft Packages. You will need excellent communication skills, and it is ideal you have previous experience in a customer facing/helpdesk role. You must also have a full UK Driving License.

It is ideal that you have experience and knowledge of using CAFM systems and that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility.

You must be able to pass SC Clearance to be considered for this role.

What we offer

• Up to 6% contributory pension scheme
• 25 Days annual leave
• Volunteer leave
• Established reward and recognition scheme
• One paid professional subscription
• Life Assurance Policy
• Employee discount and reward schemes
• Interesting, varied, and enjoyable work
• A company that recognises your contribution
• Training opportunities and qualifications within a supportive environment to ensure career progression

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.