Hybrid Facilities Helpdesk Coordinator

Pareto FM; Nottingham; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Pareto FM in Nottingham is seeking an organised Operations Helpdesk Coordinator to join our Facilities Management team on a hybrid basis. You will manage helpdesk inquiries, log and allocate maintenance tasks, and drive timely progress across client sites.

The role suits someone with strong administration or helpdesk experience, excellent communication, and meticulous record keeping, with a proactive approach to chasing information and ensuring documentation is complete.

Qualifications

• Previous administration, coordination or helpdesk experience.
• Strong organisational and administrative skills.
• Excellent attention to detail.
• Good IT skills, particularly Microsoft Office.
• Confidence learning CAFM or other job-management systems.
• Professional telephone and email manner.
• Strong written and verbal communication skills.
• Ability to prioritise a busy workload and follow outstanding actions through to completion.
• A proactive approach – you'll be comfortable chasing information rather than waiting for it to arrive.
• Good problem-solving skills and the confidence to escalate issues when necessary.
• A collaborative approach and willingness to support the wider team.

Responsibilities

• Monitor client and internal helpdesk inboxes and respond to queries.
• Log reactive maintenance requests on the CAFM system.
• Allocate reactive jobs to engineers and subcontractors.
• Progress open jobs and chase updates to keep works moving.
• Keep clients and colleagues updated on outstanding works status.
• Close completed jobs with required documentation uploaded.
• Escalate delays or recurring issues to the Facilities team.
• Allocate PPM tasks to engineers and contractors.
• Coordinate subcontractor visits within required timescales.
• Follow up certificates and service reports; review documentation for completeness.
• Maintain and update compliance records and RAMS as needed.
• Support client reporting and helpdesk statistics generation.
• Identify process improvements to increase helpdesk efficiency.

Skills

Helpdesk experience

Administrative skills

Organisational skills

Attention to detail

Microsoft Office

CAFМ systems

Telephone & email manners

Communication skills

Proactive chasing

Team collaboration

Tools

CAFM system

Job description

Pareto FM in Nottingham is seeking an organised Operations Helpdesk Coordinator to join our Facilities Management team on a hybrid basis. You will manage helpdesk inquiries, log and allocate maintenance tasks, and drive timely progress across client sites.

The role suits someone with strong administration or helpdesk experience, excellent communication, and meticulous record keeping, with a proactive approach to chasing information and ensuring documentation is complete.