Helpdesk Resource Coordinator

March; Blantyre; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Supportive environment

Training & development

Career progression

Wellbeing & development

Job summary

We are March. The leading provider of critical engineering services. We are looking for a Helpdesk Resource Coordinator to join our friendly and supportive team in the UK.

You’ll be at the heart of our operations, ensuring our engineers are in the right place at the right time while delivering a seamless customer experience. The role drives essential services across the UK with opportunities for development.

Qualifications

• Experience in a helpdesk, scheduling or customer service environment.
• Experience working to SLAs and KPIs.
• Excellent organisational and time management skills.
• Strong communication and relationship-building abilities.
• Experience scheduling a mobile workforce desirable.

Responsibilities

• Managing incoming calls and emails and logging reactive maintenance jobs.
• Coordinating and scheduling planned and reactive work for mobile engineers.
• Monitoring progress and ensuring work meets SLAs.
• Keeping customers informed with timely updates.
• Producing purchase orders for materials and subcontractors.
• Using internal systems and reports to track performance and KPIs.
• Working with engineers and contract managers for workforce planning.
• Identifying service delivery issues and escalating them early.
• Supporting the wider team with general admin duties.

Skills

Helpdesk

Scheduling

Customer service

Time management

Communication

Microsoft Office

Job description

We are looking for a Helpdesk Resource Coordinator to join our friendly and supportive team. This is an excellent opportunity for someone who enjoys a fast-paced environment, thrives on organisation, and takes pride in delivering exceptional customer service.

You’ll be at the heart of our operations, ensuring our engineers are in the right place at the right time while providing customers with a seamless and professional experience. Your work will directly contribute to the successful delivery of essential engineering services across the UK.

Key Responsibilities

• Managing incoming calls and emails and accurately logging reactive maintenance jobs.
• Coordinating and scheduling both planned preventative maintenance (PPM) and reactive work for our mobile engineering team.
• Monitoring job progress and proactively ensuring work is completed within agreed service level agreements (SLAs).
• Keeping customers informed with regular and timely updates.
• Producing purchase orders for materials and subcontractor requirements.
• Using internal systems and reports to track performance and support KPI achievement.
• Working closely with engineers and contract managers to ensure efficient workforce planning.
• dentifying potential service delivery issues and escalating them before they impact customer commitments.
• Supporting the wider team with general administrative duties as required.

Skills and Experience

• Previous experience working within a helpdesk, scheduling, planning or customer service environment.
• Experience working to SLAs and KPIs.
• Excellent organisational and time management skills.
• Strong communication skills with the ability to build positive relationships with customers and colleagues.
• Good IT skills, including Microsoft Office packages.
• Strong administration, analytical and problem-solving abilities.
• Experience scheduling a mobile workforce would be advantageous but is not essential.

Specific Qualifications

• Previous experience of working on a helpdesk or similar fast paced environment
• Previous experience of planning / scheduling for a mobile workforce desirable
• Experience with Microsoft packages
• Strong communicator with good literacy and numeracy skills

What we offer

• Competitive salary and benefits package.
• A supportive and inclusive working environment.
• Ongoing training and development opportunities.
• Genuine career progression within a successful and growing business.
• A company that values the wellbeing and development of its employees.

About Us

We are MARCH. The leading provider of critical engineering services. Supporting the industries we all rely on to improve their infrastructure, process, and digital environments. We work together with our customers to maintain business continuity, optimise output, and drive new standards in productivity, reliability, and sustainability. We help deliver operational resilience, increased performance, and better environmental outcomes, across the board.

Why March?

Progress is People.

MARCH has ambitious plans and central to our future growth is attracting, developing and retaining the very best talent. Whether your role is onsite or office-based, engineering or support, we offer opportunities for all our people to develop their careers and maximise their potential.

MARCH is committed to building teams that reflect a wide range of backgrounds, perspectives, and experiences.

We believe diverse thinking strengthens engineering, and

we welcome applications from all backgrounds.

If you need any adjustments during the recruitment process, just let the team know