Helpdesk Co-ordinator in City of London

Helpdesk Co-ordinator

Salary: £33,000
Location: Walthamstow (Waltham Forest)
Contract: 12-month maternity cover (potential to become permanent)
Hours: 36 hours per week (9am-5pm, with one 8am-4pm shift per week on a rota)
Working pattern: Initially full-time office-based. After probation, potential for hybrid

About the Role

We are seeking a proactive and highly organised Helpdesk Co-ordinator to deliver responsive helpdesk services that support repairs, maintenance and premises support functions across a wide range of environments.

You will play a key role in managing workflow, triaging service requests, coordinating tasks with contractors and internal teams, and ensuring service delivery meets agreed KPIs.

Key Responsibilities

• Coordinate and manage incoming service requests, work orders and help calls using CAFM systems (Concerto) and internal platforms such as ServiceOS.

• Prioritise and manage a personal caseload to ensure timely progression of open jobs in line with service KPIs.

• Build and maintain strong working relationships with internal teams, contractors and external stakeholders.

• Use effective questioning and listening techniques to understand customer needs and direct queries appropriately.

• Support the scheduling of routine and planned works.

• Manage queries and complaints professionally and ensure follow-up actions are completed.

• Assist with business development activity by supporting client officers in arranging or preparing for meetings.

• Ensure all work is carried out in accordance with health and safety requirements, policies and procedures.

Skills, Experience & Qualifications

• Significant experience in a similar helpdesk, coordination or facilities management role.

• Experience working with subcontractors and within a facilities management environment.

• Strong knowledge of relevant legislation, professional guidelines and best practice.

• Proven ability to monitor performance and take corrective action where needed.

• Ability to manage conflicting priorities, work under pressure and use initiative to resolve issues.

• Competent IT skills, including Microsoft Office and specialist systems such as CAFM platforms.

• Flexible approach to work, including occasional out-of-hours or weekend support if required.

Please apply or call Leah Seber at Build Recruitment

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