FM Helpdesk Planner / Scheduler in Sheffield

Andy File Associates Limited are working as a recruitment business on behalf of our client with regards this position starting on a 3 months FTC initially. Our Facilities Management client is looking for a Helpdesk Scheduler / Planner to join them at their Head office in Sheffield. This role will start on an initial 3 months fixed term contract basis. The ideal candidate will have a Helpdesk Planner, Scheduler, or Facilities Management coordination role background.

Working Hours: 9.00am - 5.00pm Monday to Friday

Reporting to: FM Business Support Manager

Job Description:

• The Helpdesk Planner / Scheduler plays a key role in the coordination, scheduling, and administration of reactive and planned maintenance activities, ensuring efficient deployment of resources, high service delivery standards, accurate & timely system utilisation and excellent customer communication.
• Operate as the first point of contact for client service requests, managing incoming calls, emails, and system-generated requests in a professional and customer-focused manner.
• Log, raise, prioritise, and manage work orders through the CAFM system, ensuring accurate data capture and compliance with Service Level Agreements (SLAs).
• Plan, schedule, and coordinate reactive, planned, and preventative maintenance (PPM) tasks for engineers and subcontractors, optimising workloads, travel time, and resource allocation.
• Liaise with customers sites points of contact to agree timings and update PPM schedules to reflect agreed date and/or any changes to the original schedule.
• Monitor job progress and proactively re-plan schedules to manage emergencies, changing priorities, and operational challenges.
• Dispatch and allocate work to technicians via CAFM systems and telephone communication, ensuring clarity of job requirements and access arrangements.
• Track and manage job statuses, updating CAFM systems with real-time progress, completion notes, and subcontractor updates.
• Collate, produce, and distribute client reports generated from subcontractor results and CAFM data.
• Produce quotations, purchase orders, and invoices, supporting the commercial and operational functions of the business.
• Support accounts administration, including processing supplier invoices and reconciling timesheets to ensure accurate labour allocation.
• Process engineer timesheets through CAFM systems, ensuring correct job costing and payroll accuracy.
• Dispatch compliance certificates, inspection documentation, and O&M manuals to clients and internal stakeholders.
• Maintain accurate site data, asset registers, addresses, and contact records within CAFM and internal systems.
• Liaise closely with engineers, subcontractors, management teams, clients, and suppliers to ensure effective communication and service delivery.
• Arrange travel and accommodation for engineers, subcontractors, and management staff as required.
• Prepare Compliance Certification & Documentation for internal audits and ISO compliance, ensuring processes meet regulatory and quality standards.
• Support Health & Safety compliance by liaising with internal forums, HR, and Learning & Development teams.
• Organise, manage, and store both digital and physical documentation in line with company policies and data protection regulations.

Personal Specification:

• Previous experience in a Helpdesk, Planner, Scheduler, or Facilities Management coordination role is desirable.
• Background in Facilities Management, Building Services, Engineering, or Construction advantageous.
• Strong IT literacy, including Microsoft Office (Word, Excel, Outlook, PowerPoint) and CAFM systems such as Joblogic, Maximo, Easybuild, or similar.
• Experience in work order management, scheduling, and resource planning.
• Familiarity with SLAs, KPIs, PPM scheduling, and compliance requirements.
• Strong organisational and multitasking skills, with the ability to prioritise workloads in a fast-paced environment.
• Excellent attention to detail and commitment to accuracy.
• Strong written and verbal communication skills with a confident telephone manner.
• Proactive, adaptable, and capable of working independently using own initiative.
• Strong customer service ethos with the ability to build effective working relationships.
• Ability to remain calm under pressure and manage high volumes of reactive requests.

Key Performance Indicators:

• Helpdesk Performance & SLA Compliance – Accurate logging, prioritisation, scheduling, and completion of work orders within agreed SLAs.
• Planning & Resource Efficiency – Effective allocation of engineers and subcontractors to optimise productivity and reduce downtime.
• Customer Satisfaction – Delivering consistently high standards of communication, responsiveness, and service quality.
• System Accuracy & Reporting – Maintaining accurate CAFM records, compliance documentation, and operational reporting.
• Continuous Improvement – Actively contributing to service improvement, efficiency gains, and best practice development.
• Teamwork & Communication – Demonstrating effective collaboration across departments and contributing positively to team objectives.

Benefits:

• Holiday Entitlement 33 days, including Bank Holidays pro-rata.
• All employees are eligible for a long service accrual of 1 day per 5 years of service, up to a maximum of 5 days.
• Bupa Private Healthcare and Cash Plan; available upon successful completion of your probation period, you will have the choice to be opted into their company healthcare scheme.
• Zurich Life Insurance Cover.
• Training- you will receive ongoing core competency training in your respective field of work.