Helpdesk Coordinator

Location Glasgow
Salary: £0.0
Contact name: Jak Walsh

Contact email:
Job ref: 4498
Published: 12 days ago

An exciting role for a Helpdesk Co Ordinator to support the delivery of a national engineering contract with Scottish Police Authority (SPA).

The role involves scheduling engineers’ diaries, liaising with our engineers, management team, suppliers, and clients to deliver high standards of customer service and service delivery across the Police Scotland estate. The successful candidate will work within a dedicated team of enthusiastic colleagues with a shared objective of delivering an excellent customer experience to our Police Scotland customers across Scotland.

Main duties and responsibilities will include but are not limited to         


Principle points of contact for customer enquiries, incoming calls and new work requests on our CAFM Concept System.

Effective scheduling and planning of tasks for a group of engineers and suppliers within Scotland.

Fast and accurate generation, and closure, of reactive work orders on the CAFM system

Acting as first point of contact for engineering workforce and sub-contractors, allocating work to engineers and diary management for regional area.

Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.

Effective jeopardy management of jobs within designated area as well as supporting other team members across government contracts.

Updating database of quotations, engineering overtime and statutory compliance certification where requested.

Scheduled running of reports from CAFM Concept System and distribution to nominated person(s)

Proactive review of operational work in progress and updating account management with contract statistics

Providing specific performance reports relating to business area performance across all FM functions

Providing figures for monthly KPI reporting

Administration Support

Updating and recording of statutory compliance documentation for all contracted buildings

Reviewing and approving supplier invoices for subcontracted works and querying costs where required

Maintaining register of engineer overtime and holidays

Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation

Experience and Qualifications                  

Strong Customer service skills

Helpdesk experience in facilities management

Experience working with CAFM system preferably Concept.

Strong knowledge of Microsoft Office packages

Knowledge and understanding of property related issues

Experience of working to deadlines and effective time management

Excellent organisation skills

FM experience desirable

Personal Attributes                        

Candidates must demonstrate the following:



Strong planning and organisational skills


Team worker

Exceptional telephone manner

Hours and Environment 

Working hours are between from 8:00am – 4:30pm Monday to Friday however late start or late finish is rotational with other team members.


Salary: £25,000

30 days holiday

Company van & fuel card

Working Hours: Monday to Friday - 08:00 to 16:30

Employee Referral Scheme

Learning and development opportunities

Supportive working culture and future progression opportunities.

Mobile, legal, bicycle, breakdown, and retail discounts

Eye test and glasses reimbursement

Cycle 2 work scheme

If you are interested in this vacancy, please apply with your CV or call Jak Walsh on 01223 827 339