Help desk coordinator

Highly regarded main contractor are seeking a Help desk coordinator to join their well-established team in Blackburn, on a permanent, part-time basis. This company work across construction, facilities management and susatainbility and have been established for over 30 years.

Role and responsibilities:

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  Follow all Helpdesk procedures to meet service delivery and contractual KPIs.

  
  


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  Deliver excellent customer service via phone; handle all requests professionally and see them through to completions

  
  


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  Log calls and job requests in the system

  
  


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  Resolve queries at first contact where possible.

  
  


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  Allocate and dispatch jobs to internal teams and subcontractors.

  
  


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  Log jobs with correct priority and details for ‘right first time’ resolution.

  
  


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  Complete admin tasks as needed.

  
  


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  Prioritise workload using CAFM and review service issues daily.

  
  


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  Attend weekly job review meetings.

  
  


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  Raise purchase orders as required.

  
  


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  Track and close out PPMs with teams and contractors.

  
  


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  Actively monitor and manage reactive work orders.

  
  


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  Build strong working relationships with internal teams and external clients.

  
  


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  Comply with all company policies, including confidentiality and data protection.

  
  


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  Contribute proactively with ideas to improve the Helpdesk experience.

  
  


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  Hours: Monday & Tuesday: 8am-1pm & Thursday & Friday: 8am - 5pm (1 hour lunch)

  
  

Requirements:

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  Handle all incoming and outgoing calls for contracts in a fast-paced Helpdesk environment.

  
  


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  Log calls and job requests in real-time using the system 

  
  


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  Aim to resolve queries at the first point of contact whenever possible.

  
  


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  Assign and dispatch tasks to internal teams and subcontractors using appropriate channels.

  
  


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  Work within set SLAs to avoid any financial impacts on the business.

  
  


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  Prepare and distribute reports for both internal stakeholders and external clients.

  
  


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  Support general administrative tasks as required.

  
  


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  Use the system to manage and prioritise your workload, including daily issue reviews.

  
  


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  Participate in weekly review meetings with the onsite team to discuss open jobs and service updates.

  
  


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  Raise purchase orders as necessary.

  
  


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  Manage Planned Preventive Maintenance (PPM) jobs throughout the month, coordinating with departments and contractors for timely completion.

  
  


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  Salary flexible on experience.

  
  

This is a Permanent position and Coleman James Ltd are acting as an Employment Agency.