Senior Helpdesk Coordinator

OCS; Glasgow; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Award-winning employer

Digital learning

Wagestream pay

Professional growth

Exclusive discounts

Job summary

OCS UK & Ireland, a leading facilities management company, is seeking a Helpdesk Coordinator to support the Helpdesk Management team and schedule engineers across the UK. You will be the first point of contact for engineering colleagues, coordinating daily and weekly tasks using in-house systems and ensuring calendars and SLAs are maintained.

The role requires solid experience in project planning, scheduling and coordination within a technical environment, with strong communication and

Qualifications

• Proven experience in project planning, scheduling and coordination.
• Strong knowledge of project management methodologies, tools and techniques.
• Proficiency in using project management software and tools for scheduling, resource management and reporting.
• Excellent organizational and time management skills with the ability to prioritize tasks.
• Strong analytical and problem-solving abilities to address project challenges.
• Effective communication and interpersonal skills to collaborate with cross-functional teams.
• Attention to detail and commitment to high-quality deliverables.
• Ability to work under pressure and meet deadlines in a fast-paced environment.

Responsibilities

• Support the Helpdesk Management team to deliver excellent service to customers.
• Assist when the Team Leader/Manager is on leave.
• Be the first point of contact for UK-wide engineering colleagues.
• Schedule daily and weekly tasks for engineers using in-house systems.
• Manage workloads against attend and fix performance indicators.
• Keep daily calendars up to date with minimal gaps.
• Adjust work orders to meet SLAs and timelines.
• Identify risks and develop contingency plans to mitigate delays.
• Raise purchase orders to suppliers for the field team.
• Update quotations, engineering overtime and compliance certification records.

Skills

Project planning

Scheduling

Coordination

PM methodologies

PM software

Organizational skills

Analytical thinking

Communication

Attention to detail

Deadline driven

Tools

Microsoft Project

Primavera P6

MS Excel

Scheduling software

Job description

About The Role:

• Support the Helpdesk Management team is delivering an excellent service to our customers.
• Sep up to support the team when the Team Leader/Manager is on leave.
• First point of contact for our engineering colleagues - UK-wide.
• Schedule daily and weekly tasks to engineers using our in-house systems.
• Manage engineering workloads against set attend and fix performance indicators.
• Ensure daily calendars are up to date and have little to no gaps.
• Ensure words are moved around as and when required to meet service-level agreements.
• Identify potential risks and obstacles that may affect job timelines or quality and develop contingency plans to mitigate those risks.
• Raise purchase orders to suppliers on behalf of the field team.
• Updating the database of quotations, engineering overtime and statutory compliance certification where requested.
• Liaise with administration and operational management teams as and when required.
• Adhere to work order financial limits and highlight to account management when that limit is set to breach.
• Gather quote information from engineers to submit to the account management team.

What are we looking for?

• Applicants must have the right to work in the UK
• Proven experience in project planning, scheduling, and coordination, preferably in an engineering or technical environment.
• Strong knowledge of project management methodologies, tools, and techniques.
• Proficiency in using project management software and tools for scheduling, resource management, and reporting.
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively.
• Strong analytical and problem-solving abilities to anticipate and address project-related challenges.
• Effective communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
• Attention to detail and a commitment to ensuring high-quality project deliverables.
• Ability to work under pressure and meet deadlines in a fast-paced environment.

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer : Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning : The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth : 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay : Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.