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- Tasks: Manage service requests and support teams for efficient service delivery.
- Company: Join a dynamic team focused on customer service excellence.
- Benefits: Generous holiday allowance, wellness programmes, and a bike to work scheme.
- Why this job: Gain valuable experience in a fast-paced helpdesk environment while making a real impact.
- Qualifications: Intermediate Excel skills and experience in helpdesk or coordination roles.
- Other info: Night shifts with a 2/2/3 pattern; great career growth opportunities.
The predicted salary is between 30000 - 40000 £ per year.
The Helpdesk Coordinator is responsible for managing incoming service requests, coordinating work orders, and supporting operational delivery teams to ensure services are delivered efficiently and in line with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The role requires strong communication, organisation, and problem-solving skills to ensure all tasks are logged accurately, prioritised correctly, and progressed through the appropriate channels. The role operates in accordance with company policies, procedures, and health and safety legislation while maintaining a high standard of customer service and professionalism. Please note this position requires working night shifts from 7:00 PM to 7:00 AM on a 2/2/3 shift pattern.
Key Responsibilities
- Ensure all duties are carried out in compliance with company policies, procedures, and health and safety regulations.
- Deliver tasks professionally to meet both client expectations and organisational service standards.
- Support the delivery of services in line with contractual SLAs and KPIs.
- Work collaboratively with operational delivery teams and management to ensure smooth service delivery.
- Provide administrative and operational support across the helpdesk function as required.
- Manage all incoming client telephone calls, ensuring enquiries and service requests are handled efficiently.
- Monitor and manage shared helpdesk mailboxes, responding to and actioning requests in a timely manner.
- Process and manage incoming work orders through the CAFM system, ensuring accurate triage and correct allocation.
- Ensure work orders are logged accurately the first time by confirming scope, clarifying missing information, and gathering required details.
- Raise follow-up tasks following Planned Preventative Maintenance (PPM) visits and allocate them to the appropriate departments for action.
- Maintain clear and professional communication with clients, members of the public, engineers, and internal teams.
- Support operational and management teams with administrative tasks and service coordination.
- Ensure all service requests are issued to the appropriate teams promptly to avoid delays to planning and delivery SLAs.
- Handle front-line client escalations, ensuring issues are resolved or escalated appropriately.
- Provide updates and regular communication to stakeholders regarding escalations, service requests, and ongoing works.
- Carry out additional duties as required by the Line Manager in line with the level of the role.
Qualifications
- Intermediate Microsoft Excel skills.
- Experience using CAFM system.
- Previous experience in a planning, coordination, or helpdesk role using internal business systems and Microsoft Office tools.
- Knowledge of Facilities Management and Hard Services sectors is desirable.
- Educated to A-Level standard or equivalent (desirable).
Additional Information
- 2-2-3 Panama Shift
- 7pm - 7am Night shifts
- Generous holiday allowance
- Bike to work scheme
- Company pension
- Life insurance
- Health Cash Plan
- On site parking
- Wellness programmes
Helpdesk Coordinator in Warrington employer: United Living group
Contact Detail:
United Living group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Coordinator in Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in helpdesk or facilities management. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for the interview by practising common helpdesk scenarios. Think about how you’d handle client escalations or manage service requests. We want you to show off those problem-solving skills and demonstrate your ability to keep things running smoothly!
✨Tip Number 3
Don’t forget to showcase your organisational skills! During interviews, share examples of how you’ve successfully managed multiple tasks or coordinated with teams in the past. This will highlight your ability to meet SLAs and KPIs effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you on board!
We think you need these skills to ace Helpdesk Coordinator in Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in helpdesk roles and showcases your organisational skills. We want to see how you've managed service requests and worked with teams to meet SLAs and KPIs.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Helpdesk Coordinator role. Share specific examples of how you've handled client escalations or supported operational teams in the past.
Show Off Your Communication Skills: Since this role requires strong communication, make sure your application reflects that. Use clear and professional language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at United Living group
✨Know Your Stuff
Make sure you understand the key responsibilities of a Helpdesk Coordinator. Familiarise yourself with SLAs, KPIs, and how they impact service delivery. Being able to discuss these concepts confidently will show that you're serious about the role.
✨Show Off Your Communication Skills
Since this role requires strong communication, practice articulating your thoughts clearly. Prepare examples of how you've handled client escalations or worked collaboratively with teams in the past. This will demonstrate your ability to maintain professionalism under pressure.
✨Get Organised
Bring a notepad or digital device to jot down important points during the interview. This shows you're organised and ready to take notes on what the interviewer shares. Plus, it’s a great way to remember any questions you want to ask later!
✨Be Ready for Night Shift Questions
Since the position involves night shifts, be prepared to discuss your availability and how you plan to manage working those hours. Highlight any previous experience with night shifts or how you adapt your routine to ensure you're at your best during those hours.