Helpdesk Coordinator

Locations: North Greenwich, London UK

Shift Pattern: Monday to Friday, 8am to 5pm, 42 hours per week

Salary: Competitive

Role Overview and Purpose

In this role the Helpdesk Coordinator will be planning and dispatching Reactive works to engineers and sub contractors, ensuring all are completed within contractually defined Service Level Agreements, KPI’s are met, with KPI penalties prevented and providing administrative support where appropriate. You will work closely with the team but be expected to demonstrate the ability to work on your own initiative.

Key Responsibilities

• Monitoring the active jobs awaiting to be allocated to either ABM Engineer/Sub-contractor.
• Planning & Allocating work for current and next day alongside the Mechanical Supervisor.
• Reviewing Open Faults report and looking ahead for next 24 hours & over the weekend if on a Friday.
• Ensuring all open returns are planned for the following shift or re-scheduled the following day, thereafter.
• Any rejected faults are reviewed, and work orders are cancelled with the RCC via ABM Helpdesk, if necessary.
• Be a proactive and responsible leader & taking ownership of your own work.
• Raise Flash Business Case and pass faults onto Additional Works team. Also raise other forms necessary to progress faults.
• Knowledge of SLA’s and KPI’s in line with the contract and to meet contractual requirements. To prevent penalties against KPI’s via fault extensions.
• To check allocations from previous shifts to ensure closures can be processed, revisits arranged, parts ordered and/or any further actions to be taken.
• Attend Daily SLA mitigation call (Teams) - looking at what’s breached the previous day and adding to mitigation list. Providing reasons for the failure.
• Attend Bi-Weekly Fracas call (Teams) – assisting ME manager with weekly review of faults, highlight any issues i.e. parts required, another maintainer/subcon to attend or arrange joint visit. Faults to go to Additional Works.
• To Ensure KPI 2C is managed - Permanent Rectification for priority 1 and 2 Work Orders – Requesting SLA extension, arranging revisits if required, ordering parts and liaising with the Helpdesk re. closures.
• To Ensure KPI 2D is managed - Permanent Rectification for priority 3 and 4 Work Orders – Arranging first time assignment. Requesting extension, arranging revisits if required, ordering parts and liaising with the Helpdesk re. closures.
• To ensure KPI 2E is managed via jeopardy management of the open faults to ensure that they prevent the work orders failing sla but also then managing the breached faults to reattend.
• Escalate to supervisors/management with any issues regarding engineers/subcon/work.
• Undertake any other ad hoc duties which reasonably fall within the remit of your role (Client/ABM management).
• Working alongside the Helpdesk to ensure completed work orders are marked as reviewed whilst on-shift so completion evidence can be submitted to TfL Metro Maximo.

Required Skills and Experience

• Excellent communication skills in both email and telephone calls. Requirements to communicate with Engineers, Customers, Suppliers, and Sub-Contractors to deliver work effectively.
• Proven work experience as a team leader or supervisor.
• Good PC skills, especially MS Excel.
• Excellent organisational and time‑management skills.
• Decision‑making skills.
• Able to work in a fast-paced environment.

Desirable

• Experience in using CAFM system or asset management system.
• Previous knowledge or experience in the HVAC environment.
• Rounded educational background and credible experience as Helpdesk Coordinator.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers.
• Life: Search for resources and tools on topics ranging from family and life to health, money and work.
• Support: Online chat or telephone service for urgent support in a crisis.

For more information about ABM’s benefits, visit our website.

Equal Employment Opportunity Statement

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.