Helpdesk Coordinator

Helpdesk Coordinator

Location: London, W12 7GF
Hours of work: 40 hours per week
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Helpdesk Coordinator to support the day-to-day running of service yard operations, ensuring service levels are consistently maintained for FM Helpdesk and delivery activities.

Job Overview

This role is responsible for supporting the smooth operation of the service yard and helpdesk function, acting as a key point of coordination between contractors, couriers and internal stakeholders. The postholder will play a central role in ensuring facilities-related requests are logged accurately and responded to in line with agreed service standards.

The Helpdesk Coordinator will also contribute to site health and safety compliance, emergency response procedures and adherence to service yard rules and client requirements. The role requires a highly organised, customer-focused individual who can manage multiple priorities in a fast-paced operational environment.

Key Responsibilities

• Support the Team Leader with the day-to-day operation of service yard and helpdesk activities
• Act as the first point of contact for contractor and courier enquiries
• Log reported reactive jobs on the client CAFM system
• Manage and monitor the Delivery Management System (DMS), including contractor access requests
• Maintain helpdesk operations, ensuring inboxes and incoming calls meet agreed service standards
• Organise incoming reports into relevant folders and maintain accurate records
• Liaise with customers, retailers, suppliers and couriers to ensure high levels of service and satisfaction
• Support health and safety compliance, emergency response procedures and service yard rules

Person Specification

• Strong customer communication skills, both written and verbal
• Ability to work under pressure, use initiative and meet deadlines
• Ability to prioritise tasks and manage a varied workload
• Willingness and capability to manage multiple tasks simultaneously
• Experience in building and maintaining effective client relationships
• Proficiency in Microsoft Office applications
• Some knowledge of a CAFM system would be beneficial
• Organised and detail-focused approach to work