Job Title: Facilities Helpdesk Coordinator / FacilitiesAssistant
Role Overview
A highly organised and customer‑focused Facilities Helpdeskprofessional operating within a fast‑paced, high‑volume call centre environment.The role supports a dynamic, continually changing workplace, acting as thefirst point of contact for facilities-related queries, incidents, and servicerequests while ensuring compliance, security, and service levels areconsistently maintained.
Key Responsibilities
Helpdesk & Call Centre Operations
Operate within a busy facilitieshelpdesk/call centre, responding to a high volume of emails, andsystem-generated requests.
Log, prioritise, and managereactive maintenance requests accurately within the CAFM/helpdesk system.
Proactively chase and follow upreactive jobs to ensure timely completion and SLA compliance.
Provide clear communication andregular updates to stakeholders, contractors, and internal teams.
Adapt quickly to changingpriorities in a fast-moving operational environment.
Planned Preventative Maintenance (PPM)
Track and monitor PlannedPreventative Maintenance (PPM) schedules across sites.
Ensure PPM tasks are completedwithin required timeframes and escalate overdue or missed actions.
Maintain accurate records andcompliance documentation for audit and reporting purposes.
Liaise with service partners tocoordinate access and completion of PPM activities.
Facilities & Site Support
Liaise with landlords, serviceproviders, and contractors to support effective delivery of facilitiesservices.
Support daily buildingwalkthroughs and meeting room checks, ensuring issues are logged and resolved.
Coordinate and document workplaceinspections and site inductions.
Manage conference room bookings,meeting room readiness, and AV support as required.
Oversee goods in/out logging,mail, couriers, stationery management, and archiving services.
Security & Access Control
Administer and manage accesscontrol systems, including issuing, tracking, and deactivating access badges.
Ensure visitors and contractorsfollow site security procedures at all times.
Maintain building securitystandards and escalate incidents in line with company procedures.
Support the implementation andongoing adherence to site security and emergency procedures.
Health, Safety & Compliance
Follow and promote all Health,Safety, and Environmental procedures.
Ensure all works are reported,documented, and escalated where compliance risks are identified.
Support audits and inspections bymaintaining accurate records and evidence.
Skills & Experience Required
Previous experience within FacilitiesManagement or Facilities Helpdesk
Proven ability to workefficiently in a high-pressure, fast-paced role with competing priorities.
Strong customer service skillswith a professional and confident telephone and email manner.
Highly organised with strongattention to detail and follow-up.
Good IT literacy, including dataentry, CAFM systems, and Microsoft Office.
Ability to communicateeffectively with contractors, landlords, and internal stakeholders.
A proactive, adaptable approachwith a strong focus on service delivery and compliance.
