Helpdesk Coordinator at Omni RMS, Dechmont, West Lothian

Helpdesk Coordinator

Contract: Government
Location: Edinburgh, EH54 8AF
Hours of Work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Helpdesk Coordinator to support Compliance CAFM management through the maintenance of accurate asset data, information sharing, and trend analysis.

This role plays a key part in ensuring compliance document control platforms are effectively implemented, maintained, and developed to support operational and legislative requirements. The successful candidate will help maintain accurate records, support maintenance planning, and contribute to compliance and audit activities.

Working within a busy operational environment, the Helpdesk Coordinator will provide administrative and coordination support to engineers and stakeholders, ensuring planned and reactive maintenance activities are delivered in line with agreed service levels. The role requires strong organisational skills, attention to detail, and the ability to manage multiple priorities effectively.

Key Responsibilities

• Support a team of 8 engineers across Monday to Friday operations.
• Manage shared mailboxes and coordinate reactive maintenance tasks and Planned Preventative Maintenance (PPM) schedules across designated regional sectors.
• Monitor PPM completion and ensure all activities are closed within agreed SLA targets.
• Raise purchase orders and provide day-to-day administrative support to engineers.
• Process and close completed work orders, reviewing job reports from subcontractors and internal teams.
• Produce and distribute daily operational and performance reports.
• Maintain accurate records and system updates to support service delivery and compliance requirements.
• Assist with audit activities, ensuring documentation and processes meet company standards.

Person Specification

• Previous helpdesk or facilities helpdesk experience would be beneficial.
• Strong administrative skills with the ability to manage and prioritise multiple tasks effectively.
• Excellent telephone manner with confidence in handling incoming calls and providing support to engineers, clients, and customers.
• Strong stakeholder management skills with the ability to build and maintain positive working relationships at all levels.
• Highly organised with the ability to work in a fast-paced environment and meet deadlines.
• Proficient in managing emails, coordinating workloads, and maintaining accurate records.
• Strong written and verbal communication skills.
• Experience working to service level agreements (SLAs) and supporting operational performance targets.