Helpdesk Resource Coordinator

March; Scotland; On-site; GBP 25,000 - 35,000; Full time

Job description

We are March, the UK's leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process, and digital services has led to long-term partnerships with leading organisations in everything from food and drink and utilities to high-security industries such as defence, aerospace, and nuclear.

As the Helpdesk Resource Coordinator, you will be responsible for call handling, resource planning, and compliance monitoring duties across our various client premises within the Facilities Services division.

Key Responsibilities

• Accurately and efficiently logging of all reactive jobs via telephone and email.
• Schedule and coordinate maintenance activities, including PPM and reactive works.
• Proactively monitor and chase work orders to ensure completion within the required SLA.
• Respond to client queries and provide timely updates on job progressions.
• Utilise internal reports to drive performance and meet contractual KPIs.
• Generate purchase orders for materials and subcontractor requirements.
• Plan, schedule, and assign Planned Preventative Maintenance (PPM) and reactive work orders to mobile engineers.
• Ensure all PPM and reactive work orders are scheduled efficiently, minimising travel time.
• Ensure all PPMs are completed within the appropriate timescales.
• Liaise with mobile engineers and Contract Manager to ensure efficient planning of work.
• Escalate SLA failures in advance to optimise opportunity to avoid failure.
• Administration tasks as required by the business.

Skills and Experience

• Experience of working to strict SLAs & KPIs.
• Excellent communication and interpersonal skills.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Strong administrative and analytical skills.

Specific Qualifications

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

What we offer

• A competitive salary and benefits package appropriate to this position.
• An employer who values the ongoing wellbeing of its employees.
• Career development within a successful and growing business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.