Helpdesk Technical Co-Ordinator
The closing date is 08 March 2026
NHFM have set up a trust-wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers, including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain.
The post holder will be responsible for coordinating resources, managing schedules, and ensuring that all tasks are completed on time and within the agreed SLA's.
The post holder will act as point of contact for CAFM related queries, provide system support, and be involved in reporting, data analysis, and system development.
Main duties of the job
* Proactively flag operational work allocation changes to the necessary channels.
* Maintain accurate records of work orders, schedules, and completed tasks in the facilities management system.
* Assess the urgency and impact of each issue and assign appropriate priority levels based on safety, business impact, and customer expectations.
* Categorise requests, assign them to the relevant technical teams or contractors, and ensure the correct skillset is allocated to the task.
* Ensure all self-delivered Planned Preventative Maintenance (PPMs) are entered and scheduled correctly in the CAFM system.
About us
NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provides specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital – The Northumbria, three general hospitals – North Tyneside, Wansbeck and Hexham hospitals – and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.
Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.
Job responsibilities
* Assist in the management of external maintenance contracts ensuring all contract paperwork is filed and the CAFM and asset register are updated with specific information.
* Ensure all tasks are completed within the required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Run daily service reports to support service delivery performance e.g. chase activities based on jobs SLA performance.
* Administer the CAFM system, including additions, deletions, and modifications.
* Contribute to the development and improvement of the CAFM system, including system upgrades and enhancements.
* Develop and maintain a technical guide to the CAFM system.
* Work flexibly to cover all administrative areas as requested by your line manager including colleagues or periods of absence where appropriate and within the scope of capabilities.
Person Specification
Qualifications
* Education to A-Level or can demonstrate extensive knowledge in Mechanical & Electrical Building Services.
Experience
* Proven experience in a coordination or scheduling role, preferably within the facilities management industry.
* Knowledge of key MS Office applications – Outlook, Word, Excel, PowerPoint.
* Knowledge of working with CAFM/IWMS or CRM systems.
* Experience with Personal Digital Assistant (PDA's) systems.
* An understanding of Health Technical Memorandums (HTMs) and any Statutory and Technical requirements for the operation and maintenance of plant and engineering services would be desirable.
* Knowledge of or experience in coaching and mentoring practices and tools.
* Knowledge of or experience in Quality improvement tools, techniques and methods.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
Northumbria Healthcare NHS Foundation Trust
Salary
£27,485 to £30,162 a year pro rata per annum
Address
Northumbria Manufacturing & Innovation Hub
Contract
Permanent
Working pattern
Full-time
Reference number
319-7809288SC
Job locations
Northumbria Manufacturing & Innovation Hub
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