Operations Helpdesk Coordinator

Pareto Facilities Management; Nottingham; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Pareto Facilities Management in Nottingham is seeking an organised Operations Helpdesk Coordinator with a hybrid work setup. You will coordinate reactive and planned maintenance, log jobs, allocate to engineers and chase updates to ensure documentation is complete.

The role suits someone with strong admin, helpdesk experience and good IT skills, who keeps things running smoothly and communicates clearly with engineers, contractors and the facilities team.

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.
• The 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 escape issues when necessary.

Responsibilities

• Monitor client and internal helpdesk inboxes and respond to queries.
• Log reactive maintenance requests onto the CAFM system.
• Allocate reactive jobs to engineers and subcontractors.
• Chase updates to keep works progressing and keep clients updated.
• Close completed jobs with correct paperwork and evidence uploaded.
• Raise preventive maintenance tasks to engineers and contractors.
• Process quotations and obtain costs from internal engineers and subcontractors.
• Produce helpdesk statistics and identify trends in reactive maintenance.
• Maintain accurate information across systems and reports.

Skills

Administration experience

Helpdesk experience

Organisation & multitasking

IT skills & MS Office

Communication skills

Tools

CAFM system

Job description

Operations Helpdesk Coordinator

Location: Nottingham / Hybrid
Hours: 40 hours per week, typically 8:00am–5:00pm with flexibility

About the role

We’re looking for an organised and proactive Operations Helpdesk Coordinator to join our Facilities Management team in Nottingham.

Sitting at the heart of our day-to-day operations, you'll help coordinate planned and reactive maintenance across our client sites, working closely with engineers, contractors, suppliers and the wider Facilities team.

You'll be responsible for making sure jobs are logged correctly, allocated to the right people, progressed within agreed timescales and closed with all the required documentation in place.

It’s a varied role that would suit someone who enjoys being busy, keeping things organised and making sure nothing gets missed.

Previous Facilities Management experience would be useful, but we're also interested in people with strong helpdesk, administration or service coordination experience who are keen to develop within FM.

What you'll be doing

Helpdesk & reactive maintenance

• Monitoring client and internal helpdesk inboxes and responding to queries
• Logging reactive maintenance requests accurately onto the CAFM system
• Allocating reactive jobs to engineers and subcontractors
• Actively monitoring open jobs and chasing updates to keep works progressing
• Keeping clients and colleagues updated on the progress of outstanding works
• Closing completed jobs and ensuring the correct paperwork and evidence has been uploaded
• Escalating delays, recurring issues or potential service problems to the Facilities team

Planned maintenance & compliance

• Allocating PPM (Planned Preventative Maintenance) tasks to engineers and contractors
• Ensuring subcontractor PPM visits are booked and completed within the required timescales
• Monitoring upcoming inspections and coordinating suitable dates with contractors and the Facilities team
• Following up with subcontractors for certificates, service reports and other documentation
• Reviewing completed documentation and highlighting missing information or compliance concerns
• Scanning and maintaining in-house and subcontractor compliance records
• Raising remedial actions following inspections and completed works
• Supporting the review of subcontractor RAMS (Risk Assessments and Method Statements) for completeness and suitability

Operational & commercial support

• Raising purchase orders for engineers and other members of the operational team
• Processing quotations and obtaining costs from internal engineers and subcontractors
• Supporting the Facilities team with client reporting
• Producing helpdesk statistics and helping identify trends in reactive maintenance
• Maintaining accurate information across systems, trackers and reports
• Attending team and operational meetings when required
• Looking for opportunities to improve processes and make the helpdesk more efficient

What we’re looking for

We’re looking for someone who is naturally organised, comfortable managing several priorities at once and confident communicating with different people throughout the working day.

You’ll ideally have:

• Previous administration, coordination or helpdesk experience
• Strong organisational and administrative skills
• Excellent attention to detail
• Good IT skills, particularly Microsoft Office
• Confidence learning and working with CAFM or other job-management systems
• A professional telephone and email manner
• Strong written and verbal communication skills
• The 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 escape issues when necessary

It would be great if you also have:

• Previous experience working on an FM or maintenance helpdesk
• Experience using a CAFM/job-management system
• Experience coordinating engineers or subcontractors
• Understanding of PPM and reactive maintenance
• Experience with purchase orders, quotations or invoices
• Some knowledge of compliance documentation, RAMS or contractor management

What success looks like

You’ll play an important role in keeping our maintenance operation running smoothly.

That means making sure reactive jobs aren’t left sitting unresolved, planned maintenance is booked on time, engineers and contractors have the information they need and completed works have the correct documentation behind them.

You’ll become a key point of contact between the Facilities team, engineers, subcontractors and our client, helping us provide a responsive and well‑organised service.

Working with us

You’ll be joining a collaborative Facilities Management team where you’ll have the opportunity to learn more about building maintenance, compliance and operational FM.

For someone looking to build a career within Facilities Management, this role provides excellent exposure to engineering operations, contractor management, compliance, client reporting and CAFM systems.

If you’re an organised administrator or helpdesk professional who enjoys keeping things moving and delivering great service, we’d love to hear from you.