Helpdesk Coordinator

Location: St Albans
Salary: Up to 28,000 (dependent on experience)

Role Introduction

We are looking for a proactive and organised Helpdesk Coordinator to provide a first-line helpdesk service supporting a range of facilities maintenance requirements across the railway network.

Faults are reported via email and telephone and must be accurately logged onto our CAFM system. You will be responsible for planning and allocating work to engineers based on priority, skillset and location, and monitoring all jobs through to completion. The role involves reactive maintenance covering fabric, mechanical and electrical faults.

Key Responsibilities

Manage incoming reactive maintenance helpdesk jobs across various contracts, including raising, allocating, reviewing, reworking and signing off work
Liaise with engineers and subcontractors throughout the day
Monitor the CAFM system daily to ensure faults and work orders are accurately created, assigned, prioritised and categorised in line with contractual KPIs and SLAs
Act as a friendly and professional first point of contact for client queries and concerns
Handle incoming calls and make outgoing calls as required
Manage daily emails, including personal and helpdesk mailboxes, responding and actioning as necessary
Liaise with wider team members to ensure the best possible resolution
Complete administration tasks including daily reporting and signing off completed work