PPM & Helpdesk Coordinator

Pinnacle Group; Morley; On-site; GBP 24,000 - 32,000; Full time

Job summary

Pinnacle Group, Morley, England, is seeking a highly organised PPM & Helpdesk Coordinator to own planned maintenance across multiple contracts. You will log requests, manage PPM schedules and reactive work, raise remedials, and ensure documentation is complete while delivering responsive helpdesk support.

The role is office-based, 37.5 hours per week, Monday to Friday, 8:00–16:30, with a strong emphasis on customer service, accurate record-keeping and meeting SLAs across education, leisure,

Qualifications

• Experience with Planned Preventative Maintenance (PPM) schedules and reactive maintenance.
• FM Helpdesk operator with strong customer service focus.
• Confident communicator managing multiple stakeholders.
• Strong organisational skills with attention to detail and deadlines.
• Experience with Evolution CAFM software and Microsoft Office.

Responsibilities

• Act as the first point of contact for clients, tenants and colleagues.
• Log and manage maintenance requests through the CAFM database.
• Coordinate and oversee PPM schedules and reactive maintenance work.
• Raise remedial works after PPM visits and ensure documentation is linked.
• Monitor SLAs and ensure timely completion of jobs.
• Produce weekly reports on outstanding and overdue PPMs.
• Track progress and escalate overdue jobs per procedures.
• Allocate work orders to internal/external contractors.
• Maintain accurate records including SharePoint updates.
• Undertake general administrative duties and support the wider team.
• Provide Helpdesk support across multiple contracts.

Skills

PPM scheduling

Reactive maintenance

CAFM system

Evolution CAFM

Excel

Word

PowerPoint

Customer service

Communication

Organisational skills

Self-management

Tools

Evolution CAFM

Job description

Pinnacle Group is looking for a highly organised, customer-focused PPM & Helpdesk Coordinator to take ownership of Planned Preventative Maintenance (PPM) schedules and reactive maintenance across multiple contracts. You will work alongside our Total FM Team based at Dartstone West Industrial Estate, Morley, LS27. Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone. You will ensure all maintenance tasks are completed within agreed service level agreements (SLAs), accurately manage remedial actions, maintain supporting documentation, and provide exceptional helpdesk support. As the first point of contact for clients, tenants, contractors, and colleagues, you will play a key role in delivering an efficient and professional facilities management service across multiple contracts. You will need excellent communication skills, a friendly demeanour, and the ability to work efficiently under pressure.

We are offering a Full-Time Contract 37 ½ hr per week, office-based, working Monday to Friday, 8 am – 4.30 pm.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We’re a people-first organisation with a values-driven culture that has stood the test of time – reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include:

• Act as the first point of contact for all incoming enquiries from clients, tenants and internal colleagues.
• Accurately log and manage maintenance requests through the CAFM database.
• Coordinate and oversee Planned Preventative Maintenance (PPM) schedules and reactive maintenance work.
• Raise remedial works following PPM visits and ensure all relevant documentation is recorded and linked appropriately.
• Monitor SLAs and ensure all jobs are completed within agreed response and rectification times.
• Produce and distribute weekly reports on outstanding and any overdue PPM’s.
• Track progress of maintenance works and elevate overdue jobs in accordance with established procedures.
• Allocate work orders to internal/ external contractors.
• Maintain accurate records and documentation, including SharePoint updates.
• Undertake general administrative duties and provide additional support to the wider team where needed.
• Support the Helpdesk function as required across multiple contracts.
• Any other reasonable duties requested by the line manager

Key requirements:

• Experience with Planned Preventative Maintenance (PPM) schedules and reactive maintenance work management.
• Demonstrate a track record as a Facilities Management Helpdesk Operator with commitment to customer service.
• Confident and professional communicator with the ability to manage multiple stakeholders simultaneously.
• Strong organisational skills and high attention to detail, with the ability to manage competing priorities and deadlines effectively.
• Excellent organisational skills and attention to detail are required, along with decision-making and problem-solving.
• Experienced in the operation of a software package, i.e. Evolution.
• Proficient in Excel, Word and PowerPoint.
• Self-managing and able to work on own initiative.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day. As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans