On-site Helpdesk Coordinator – 1-Year Contract

ISS Facilities Services; Stoke-on-Trent; On-site; GBP 21,000 - 29,000; Full time

Job summary

ISS Facilities Services is seeking a proactive Service Co-ordinator to join the Helpdesk team in Stoke-on-Trent. You will log, monitor and progress customer calls, translate requests into suitable facilities solutions, and coordinate service delivery with operations to ensure timely resolution.

The ideal candidate has prior customer service or admin experience, excellent communication skills, and the ability to manage multiple requests in a fast-paced environment.

Qualifications

• Previous experience in customer service, helpdesk, contact centre, or administrative role.
• Experience handling calls and responding to customer enquiries.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads and manage multiple requests effectively.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Good problem-solving skills and a customer-focused approach.
• Ability to analyse information and make informed decisions.

Responsibilities

• Act as the first point of contact for customer enquiries, service requests, and support queries.
• Log, monitor, and manage customer calls and emails accurately and efficiently.
• Translate customer requests into appropriate facilities management or engineering solutions.
• Coordinate and track service requests through to completion.
• Maintain and update internal systems and databases to ensure data accuracy.
• Build positive relationships with customers, operational teams, and stakeholders.
• Provide professional and responsive customer service at all times.
• Identify and elevate issues when appropriate to ensure timely resolution.
• Ensure all activities are completed in line with company procedures, service standards, and contractual requirements.
• Assist with reporting, record-keeping, and general administration tasks.

Skills

Customer service

Helpdesk

Communication skills

Multitasking

Team collaboration

Problem solving

Information analysis

Tools

Microsoft Office

Job description

ISS Facilities Services is seeking a proactive Service Co-ordinator to join the Helpdesk team in Stoke-on-Trent. You will log, monitor and progress customer calls, translate requests into suitable facilities solutions, and coordinate service delivery with operations to ensure timely resolution.

The ideal candidate has prior customer service or admin experience, excellent communication skills, and the ability to manage multiple requests in a fast-paced environment.