Helpdesk Coordinator

Location : Urmston, Greater Manchester, England
Job Ref : JA1292
Consultant : James Alexander
Sector : Secretarial, Admin
Salary : £Competitive


JA1292 – Help-desk Coordinator

Location – Urmston, Manchester, M41

Salary – £Competitive

Hours – 39/week Monday – Friday

Holidays – 25 days + public


We are currently recruiting for a Help-desk Coordinator to join our client’s Fire & Security business in Urmston Manchester. The successful candidate will allocate and co-ordination of reactive, planned and service installation works between Clients and Engineering staff.

Key Responsibilities:

  • Call Handling
  • Allocation of jobs to Field Technicians and subcontractors
  • Review of electronic time sheets for Field Technicians
  • Pending call reporting and escalation
  • Co-ordination of Field Technician revisits
  • Co-ordinating and distribution of maintenance visits
  • Issuing of pre-planned maintenance scheduled to Clients / Service Managers
  • SLA/KPI reports for specific clients
  • Managing of all admin tasks i.e. spreadsheets for various contracts.
  • Planning all maintenance visits
  • Ensuring all SLA/KPIs are met within target dates
  • SMS Health Checks completed monthly
  • On-call administration and updates
  • Arranging reactive and pre-planned maintenance appointments direct with end user
  • Client portal updating
  • Set-up and amendments to maintenance contracts
  • Manage and reduce all WAIT info.
  • Achieve monthly maintenance KPI’s
  • Training on aspects of Belfast Operations
  • Compiling management reports for site-based Service Managers
  • Liaise with Service / Operations Managers re KPI performance
  • Creation of job packs issuing to Service / Operations Managers

Skills & Experience:


  • Administration Experience (preferably within a help-desk type environment)
  • Computer Literacy Skills
  • Adaptable and flexible in approach to work required
  • Excellent Interpersonal Skills
  • Reliable
  • Sound Knowledge of Excel

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