40 hours per weekMonday - Friday£13.71 per hourFree Car parkingCheck your local transport links here:Plan Your Journey | Traveline- the destination you should input is Colchester, CO2 7UTJob Description:We are seeking an experienced and proactive Helpdesk Co-Ordinator to lead and manage our site helpdesk administration team at Merville Barracks, Colchester, CO2 7UT. This is a key role responsible for ensuring service excellence, contractual compliance, and continuous improvement across all helpdesk operations. You will act as a central point of coordination between customers, contractors, and internal stakeholders while supporting and deputising for the Contract Administration and Security Manager.What You'll Do:Supervise the helpdesk administration team, ensuring all service level agreements (SLAs), KPIs, and contractual obligations are consistently met and developed.Support and deputise for the Contract Administration and Security Manager, assisting with the day-to-day management and control of the helpdesk function.Act as the primary customer interface for fault reporting, including logging incidents, chasing call completion, and liaising with contractors and engineers.Manage day-to-day team performance including call monitoring, one-to-ones, objective setting, absence management, and forward planning.Use analytical data to monitor call handling statistics and drive performance against agreed KPIs.Identify, source, and deliver training to ensure a high standard of service excellence, including internal, external, and centrally driven initiatives.Develop and maintain strong working relationships with internal teams, clients, customers, and external stakeholders.Provide management cover during periods of absence, including attendance at meetings, conference calls, and contract updates.Coordinate all administrative support provided by the team, including contract documentation and MIS reporting in line with agreed timelines.Monitor contract performance, manage service requests, chase outstanding work, and generate operational and internal performance reports.Proactively identify issues, implement solutions, and drive continuous improvement across the helpdesk function.Manage customer surveys, complaints procedures, and ensure root cause analysis and lessons-learned processes are followed.Coordinate the dispatch of reactive tasks to engineers or subcontractors based on skill set and priority.Maintain and support updates to the CAFM system, ensuring accurate feedback and records are logged for all completed tasks.Act as a point of escalation, prioritising tasks and ensuring major exceptions are raised to the appropriate manager.Promote a positive team culture through regular meetings, open communication, and idea sharing.Ensure compliance with health & safety requirements, including reporting near misses, accidents, and faulty equipment.Carry out any other reasonable duties as required by management.What You Bring:Proven experience managing a team in a fast-paced, customer-focused environment.Strong IT skills with a good working knowledge of Microsoft Outlook, Word, Excel, and PowerPoint.Excellent verbal and written communication skills.Ability to work on own initiative while contributing effectively within a team environment.High attention to detail with a strong commitment to standards and compliance.Experience managing multiple stakeholders and competing priorities against tight deadlines.Demonstrated ability to use analytics and performance data to manage and improve team performance.DesirableExperience working within a military environment.Previous experience in an engineering, facilities management, or helpdesk coordination role.Strong leadership skills with formal or informal leadership training.Knowledge of, or qualifications in, Health & Safety and Food Safety.What we offer:On-the-job training with experienced professionalsFully funded apprenticeship qualificationsCareer development opportunities within SodexoA friendly and supportive work environmentWellbeing Support – Unlimited online resources, a free health app with 24/7 virtual GP, and an Employee Assistance Programme.Financial Benefits – Discounts for you and your family, salary finance support, retirement plan, and a death-in-service benefit.Career Growth – Apprenticeships, learning tools, and development opportunities.Work Perks – Cycle to Work Scheme, volunteering opportunities, flexible work, full training, and a protective uniform.Join us and be part of a company that values its employees and offers real career growth opportunities.