Helpdesk Coordinator

Helpdesk Coordinator

25,000 - 28,000

We are looking for a proactive Helpdesk Coordinator to be the first point of contact for service requests within the Govia Thameslink Railway Hard Facilities Management Contract. This role involves managing job assignments, ensuring SLA adherence, and providing excellent support to the team.

Key Responsibilities

• Handle incoming service requests professionally via phone and email.
• Use GTR Asset Pro to assign and track job progress, ensuring SLA compliance.
• Dispatch calls to engineers or subcontractors based on skills and geographical needs.
• Prioritise and manage urgent jobs to ensure swift resolution.
• Support operatives and subcontractors in meeting service delivery expectations.
• Attend training and health & safety courses as required.

Qualifications and Experience

• GCSEs or equivalent (Grade C or above in English and Maths).
• Experience in Facilities Management within an administrative or helpdesk role.
• Strong familiarity with CAFM systems.
• Proficiency in MS Office, including Excel and Outlook.

Skills and Attributes

• Excellent organisational and planning skills.
• Ability to manage workloads effectively and meet deadlines.
• Strong communication and interpersonal skills.
• A professional telephone manner and a customer-focused attitude.