Helpdesk Resource Coordinator

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

Benefits offered by this job

Competitive salary

Friendly team environment

Training & development

Job summary

March Ltd in Glasgow is seeking a Helpdesk Resource Coordinator to join a fast-paced, supportive team. You will ensure engineers are deployed efficiently and deliver a seamless customer experience across the UK.

The role emphasizes strong organisational, scheduling and communication skills, with responsibilities spanning logging reactive maintenance, coordinating PPM and reactive work, and keeping customers updated.

Qualifications

• Previous experience in a helpdesk or similar fast-paced environment.
• Experience working to SLAs and KPIs.
• Excellent organisational and time management skills.
• Strong communication with customers and colleagues.

Responsibilities

• Handle incoming calls and emails and log reactive maintenance jobs.
• Schedule and coordinate planned preventative and reactive maintenance.
• Monitor progress and ensure work meets SLAs and KPIs.
• Provide regular updates to customers on status and delays.
• Produce purchase orders for materials and subcontractors as needed.
• Use internal systems and reports to track performance and support KPI achievement.
• Collaborate with engineers and contract managers for efficient workforce planning.
• Identify potential service issues and escalate before commitments are affected.
• Assist the wider team with general administrative duties.

Skills

Helpdesk

Scheduling

Planning

Customer service

SLAs

KPIs

Organisational skills

Time management

Communication

IT skills

Administration

Analytical

Problem-solving

Mobile workforce scheduling

Tools

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.

march-engineering.com

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.