FM Helpdesk Coordinator

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
Helpdesk Coordinator
Salary: £26,000 - £28,000 dependent on experience
Hours 9am - 5pm
About our client:
Our client is a rapidly growing facilities management company dedicated to providing exceptional service to a diverse portfolio of clients. As their business continues to expand, they are now looking for another Helpdesk Coordinator to join their team, ensuring efficient, professional, and customer-focused support.
Job Overview:
The Helpdesk Coordinator will be part of a small helpdesk team, ensuring that all service requests are handled promptly and effectively. The role involves ensuring smooth communication between the helpdesk, facilities management teams, contractors and clients.
Key Responsibilities:
* Helpdesk Operations: Part of a team that ensures all incoming service requests, incidents, and inquiries are logged, tracked, and resolved in a timely and effective manner.
* Client Communication: Ensure consistent and professional communication with clients regarding service requests, project updates, and issue resolution.
* Working to Service Level Agreements (SLAs): Ensuring service requests are resolved within agreed timelines. Take action to address and escalate any issues that might breach SLAs.
* Customer Satisfaction: Maintain a high level of customer satisfaction by resolving issues efficiently and enhancing customer service protocols.
Key Skills & Experience:
* Previous helpdesk experience ideally in facilities management or a related industry.
* We also welcome applications from candidates with a successful background in sales eg automotive or similar consultative sales environments who can demonstrate outstanding communication and relationship-building skills
* Strong customer service orientation with the ability to handle challenging situations calmly and effectively.
* Excellent organisational skills, with the ability to prioritise tasks and manage time efficiently in a fast-paced environment.
* Strong analytical skills with the ability to assess performance data and make data-driven improvements.
* Familiarity with helpdesk management software and ticketing systems.
* Strong verbal and written communication skills.
* Ability to manage and motivate a team to meet targets and deliver high-quality service.
* Knowledge of facilities management practices is desirable but not essential.
What our client offers:
* Opportunity to be part of a growing, dynamic team with potential for career development.
* Supportive and collaborative work environment.
* Professional development