FM Helpdesk Planner / Scheduler

Andy File Associates Limited are working as a recruitment business on behalf of our client with regards this position starting on a 3 months FTC initially.

Our Facilities Management client is looking for a Helpdesk Scheduler / Planner to join them at their Head office in Sheffield. This role will start on an initial 3 months fixed term contract basis.

The ideal candidate will have a Helpdesk Planner, Scheduler, or Facilities Management coordination role background.

Working Hours: 9.00am - 5,00pm Monday to Friday

Reporting to FM Business Support Manager

Job Description

• The Helpdesk Planner / Scheduler plays a key role in the coordination, scheduling, and administration of reactive and planned maintenance activities, ensuring efficient deployment of resources, high service delivery standards, accurate & timely system utilisation and excellent customer communication.
• Operate as the first point of contact for client service requests, managing incoming calls, emails, and system-generated requests in a professional and customer-focused manner.
• Log, raise, prioritise, and manage work orders through the CAFM system, ensuring accurate data capture and compliance with Service Level Agreements (SLAs).
• Plan, schedule, and coordinate reactive, planned, and preventative maintenance (PPM) tasks for engineers and subcontractors, optimising workloads, travel time, and resource allocation.
• Liaise with customers sites points of contact to agree timings and update PPM schedules to reflect agreed date and/or any changes to the original schedule.
• Monitor job progress and proactively re-plan schedules to manage emergencies, changing priorities, and operational challenges.
• Dispatch and allocate work to technicians via CAFM systems and telephone communication, ensuring clarity of job requirements and access arrangements.
• Track and manage job statuses, updating CAFM systems with real-time progress, completion notes, and subcontractor updates.
• Collate, produce, and distribute client reports generated from subcontractor results and CAFM data.
• Produce quotations, purchase orders, and invoices, supporting the commercial and operational functions of the business.
• Support accounts administration, including processing supplier invoices and reconciling timesheets to ensure accurate labour allocation.
• Process engineer timesheets through CAFM systems, ensuring correct job costing and payroll accuracy.
• Dispatch compliance certificates, inspection documentation, and O&M manuals to clients and internal stakeholders.
• Maintain accurate site data, asset registers, addresses, and contact records within CAFM and internal systems.
• Liaise closely with engineers, subcontractors, management teams, clients, and suppliers to ensure effective communication and service delivery.
• Arrange travel and accommodation for engineers, subcontractors, and management staff as required.
• Prepare Compliance Certification & Documentation for internal audits and ISO compliance, ensuring processes meet regulatory and quality standards.
• Support Health & Safety compliance by liaising with internal forums, HR, and Learning & Development teams.
• Organise, manage, and store both digital and physical documentation in line with company policies and data protection regulations.

Personal Specification

Previous experience in a Helpdesk, Planner, Scheduler, or Facilities Management coordination role is desirable.

Background in Facilities Management, Building Services, Engineering, or Construction advantageous.

Strong IT literacy, including Microsoft Office (Word, Excel, Outlook, PowerPoint) and CAFM systems such as Joblogic, Maximo, Easybuild, or similar.

Experience in work order management, scheduling, and resource planning.

Familiarity with SLAs, KPIs, PPM scheduling, and compliance requirements.

Strong organisational and multitasking skills, with the ability to prioritise workloads in a fast-paced environment.

Excellent attention to detail and commitment to accuracy.

Strong written and verbal communication skills with a confident telephone manner.

Proactive, adaptable, and capable of working independently using own initiative.

Strong customer service ethos with the ability to build effective working relationships.

Ability to remain calm under pressure and manage high volumes of reactive requests.

Key Performance Indicators

Helpdesk Performance & SLA Compliance – Accurate logging, prioritisation, scheduling, and completion of work orders within agreed SLAs.
Planning & Resource Efficiency – Effective allocation of engineers and subcontractors to optimise productivity and reduce downtime.
Customer Satisfaction – Delivering consistently high standards of communication, responsiveness, and service quality.
System Accuracy & Reporting – Maintaining accurate CAFM records, compliance documentation, and operational reporting.
Continuous Improvement – Actively contributing to service improvement, efficiency gains, and best practice development.
Teamwork & Communication – Demonstrating effective collaboration across departments and contributing positively to team objectives.

Benefits

Holiday Entitlement 33 days, including Bank Holidays pro-rata. All employees are eligible for a long service accrual of 1 day per 5 years of service, up to a maximum of 5 days.

Bupa Private Healthcare and Cash Plan; available upon successful completion of your probation period, you will have the choice to be opted into their company healthcare scheme.

Zurich Life Insurance Cover.

Training- you will receive ongoing core competency training in your respective field of work.