Job Title: Facilities Helpdesk Coordinator / Facilities Assistant
Role Overview
A highly organised and customer‑focused Facilities Helpdesk professional operating within a fast‑paced, high‑volume call centre environment. The role supports a dynamic, continually changing workplace, acting as the first point of contact for facilities-related queries, incidents, and service requests while ensuring compliance, security, and service levels are consistently maintained.
Key Responsibilities
Helpdesk & Call Centre Operations
Operate within a busy facilities helpdesk/call centre, responding to a high volume of emails, and system-generated requests.
Log, prioritise, and manage reactive maintenance requests accurately within the CAFM/helpdesk system.
Proactively chase and follow up reactive jobs to ensure timely completion and SLA compliance.
Provide clear communication and regular updates to stakeholders, contractors, and internal teams.
Adapt quickly to changing priorities in a fast-moving operational environment.
Planned Preventative Maintenance (PPM)
Track and monitor Planned Preventative Maintenance (PPM) schedules across sites.
Ensure PPM tasks are completed within required timeframes and escalate overdue or missed actions.
Maintain accurate records and compliance documentation for audit and reporting purposes.
Liaise with service partners to coordinate access and completion of PPM activities.
Facilities & Site Support
Liaise with landlords, service providers, and contractors to support effective delivery of facilities services.
Support daily building walkthroughs and meeting room checks, ensuring issues are logged and resolved.
Coordinate and document workplace inspections 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 access control systems, including issuing, tracking, and deactivating access badges.
Ensure visitors and contractors follow site security procedures at all times.
Maintain building security standards and escalate incidents in line with company procedures.
Support the implementation and ongoing 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 by maintaining accurate records and evidence.
Skills & Experience Required
Previous experience within Facilities Management or Facilities Helpdesk
Proven ability to work efficiently in a high-pressure, fast-paced role with competing priorities.
Strong customer service skills with a professional and confident telephone and email manner.
Highly organised with strong attention to detail and follow-up.
Good IT literacy, including data entry, CAFM systems, and Microsoft Office.
Ability to communicate effectively with contractors, landlords, and internal stakeholders.
A proactive, adaptable approach with a strong focus on service delivery and compliance