Service Coordinator / Helpdesk Administrator

Office Angels; Marlow; On-site; GBP 26,000 - 32,000; Full time

Job summary

Office Angels is seeking an experienced Helpdesk Administrator to join its busy Service Operations team within a growing facilities management and technical services business. You will coordinate maintenance requests, manage work orders in CAFM systems, and provide timely updates to engineers and clients while ensuring work progresses efficiently from instruction through to completion.

The role suits someone with prior Helpdesk, Service Desk or Facilities Management experience who can juggle

Qualifications

• Experience in Helpdesk/Service Desk or Facilities Management environment.
• Experience using CAFM systems.
• Strong customer service and communication skills.
• Excellent organisational skills and multi-priority management.
• Good IT skills and attention to detail.

Responsibilities

• Act as the first point of contact for service-related enquiries.
• Log and manage maintenance requests accurately.
• Monitor jobs through to completion and provide client updates.
• Coordinate engineers and subcontractors to meet service standards.
• Escalate delays, issues and potential SLA breaches.
• Support job closure, reporting and administrative processes.

Skills

Helpdesk experience

CAFM systems

Customer service

Coordinating maintenance works

Organisational skills

IT skills

Tools

JobLogic

CAFM software

Job description

We are seeking an experienced Helpdesk Administrator to join a busy Service Operations team within a growing facilities management and technical services business.

This is a fast-paced role supporting the delivery of planned and reactive maintenance services across a portfolio of commercial and retail clients. The successful candidate will be responsible for coordinating maintenance requests, managing work orders through CAFM systems, communicating with engineers and clients, and ensuring jobs are progressed efficiently from initial instruction through to completion.

This role would suit someone with previous experience within a Helpdesk, Service Desk, Facilities Management or Maintenance environment who is comfortable managing multiple priorities and providing excellent customer service.

Key Responsibilities

• Act as the first point of contact for service-related enquiries.
• Log and manage maintenance requests accurately.
• Monitor jobs through to completion and provide client updates.
• Coordinate engineers and subcontractors to meet service standards.
• Escalate delays, issues and potential SLA breaches.
• Support job closure, reporting and administrative processes.

Skills & Experience

• Previous experience within a Helpdesk, Service Desk or Facilities Management environment.
• Experience using CAFM systems.
• Strong customer service and communication skills.
• Experience coordinating maintenance works, engineers or subcontractors.
• Excellent organisational skills with the ability to manage multiple priorities.
• Good IT skills and attention to detail.

Desirable

• Facilities Management or Technical Services experience.
• Experience with JobLogic or similar CAFM systems.
• Understanding of reactive maintenance, PPMs, SLAs and KPIs.
• Experience supporting multi-site contracts.

About You

• Proactive, organised and customer-focused.
• Confident communicator with a professional approach.
• Calm under pressure and able to solve problems effectively.
• A strong team player who takes ownership of tasks and sees them through to completion.

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.