Helpdesk Co-ordinator

Employer: Premier Support Services

Location: Birmingham, United Kingdom (In-person)

Salary: £28,000 – £30,000 per year

Employment Type: Full-time

Professional Job Summary

Premier Support Services is looking for a proactive Helpdesk Co-ordinator to act as the central communication hub for their facilities management operations. This role is far more than a typical call-logging position; it is a high-tempo coordination role that involves managing the lifecycle of maintenance tasks. You will be responsible for triaging client requests, strategically allocating engineers based on skill sets and location, and managing the commercial flow of parts and subcontractor invoicing. This position requires a blend of exceptional customer service, logistical planning, and technical reporting to ensure High KPI performance across various client portals.

Key Responsibilities

Task Lifecycle Management: Log all service calls via the TABS CAFM (Computer-Aided Facilities Management) system, ensuring every task is tracked from inception to completion within specific timescales.
Strategic Allocation: Analyze engineer skill sets and geographic locations to deploy the most appropriate internal labor or subcontractor for each specific job.
Commercial Support: Create and submit quotations, monitor parts requests, and manage the re-charge process for subcontractor invoices to ensure accurate financial tracking.
Client Relationship Management: Act as the primary interface for clients, managing queries, requests for additional work authorizations, and resolving complaints in line with company policy.
Operational Reporting: Monitor client portals to maintain High KPI performance and produce detailed reports for Senior Management using CAFM data.
PPM Coordination: Schedule and book Planned Preventative Maintenance (PPM) works, ensuring minimal disruption to client operations.

Required Qualifications & Skills

Experience: Previous experience in a Service Desk or Helpdesk environment, preferably in a customer-facing or supplier-management capacity.
Technical Literacy: Strong proficiency in Microsoft Office and the ability to learn internal CAFM systems (TABS experience is a bonus).
Communication: A professional telephone manner and the ability to summarize complex facts clearly for both clients and technical staff.
Organizational Skills: Exceptional time management with the ability to prioritize a high-volume workload and adapt to changing priorities.
Detail-Oriented: A thorough approach to logging data and managing financial documents like Purchase Orders and invoices.
Desirable: An understanding of the Mechanical and Electrical (M&E) sector.

Market & Industry Context

In 2026, the facilities management sector relies heavily on “Smart Helpdesks.” Organizations like Premier Support Services use CAFM systems to drive efficiency. As a Helpdesk Co-ordinator, you are the “operator” of this technology. Your ability to interpret data from these systems and translate it into actionable instructions for engineers is what ensures that buildings remain safe, compliant, and operational.

Career Growth & Progression Path

Senior Helpdesk / Team Lead: Move into a leadership role overseeing a team of coordinators and managing high-level service level agreements (SLAs).
Contract Administrator: Transition into a more commercially focused role, managing the specific financial and legal health of major client contracts.
Maintenance Planner: Specialize in the long-term scheduling of complex mechanical and electrical maintenance projects across multiple sites.

Interview Preparation Insights

The “Triage” Test: Be prepared to describe how you prioritize tasks. If you have a water leak at a school and a broken light in a warehouse reported at the same time, which do you allocate first and why?
Technical Understanding: Even if you aren’t an engineer, how do you ensure you send the right person? Discuss how you clarify technical queries with clients to avoid “wasted visits.”
KPI Management: This role emphasizes “High KPI performance.” Think of a time you worked under a deadline or a performance target. How did you ensure quality didn’t slip when things got busy?

Conflict Resolution: Since you handle “low-level complaints,” have an example ready of how you calmed a frustrated client and resolved their issue before it needed to be escalated.

Core Summary: Helpdesk Co-ordinator

Category	Details
Role Title	Helpdesk Co-ordinator
Employer	Premier Support Services
Location	Birmingham, United Kingdom (In-person)
Salary	£28,000 – £30,000 per year
Employment Type	Full-time
Systems Used	TABS (CAFM system), Client Portals, Microsoft Office
Core Function	Reactive and PPM (Planned Preventative Maintenance) coordination
Industry Sector	Facilities Management / Mechanical & Electrical (M&E)

Key Operational Responsibilities

Workforce Coordination: Allocating engineers and subcontractors based on skill sets and geographic location to ensure tasks are completed within specific timescales.
Call & Data Management: Logging all client queries via TABS, monitoring client portals, and ensuring high KPI performance through accurate data entry.
Financial Processes: Managing the re-charge process for subcontractor invoices, creating and submitting quotations, and requesting purchase orders from accounts.
Reporting: Producing summary reports from CAFM systems and client portals for frequent presentation to Senior Management.
Logistics: Monitoring incoming parts requests, sourcing materials efficiently, and booking in PPM works with clients.
Relationship Management: Acting as a central liaison between clients, procurement, internal engineers, and external suppliers to resolve queries or complaints.

Candidate Profile

Experience: Proven background in a Service Desk environment, ideally in an external-facing capacity (Supplier/Customer).
Technical Knowledge: Strong proficiency in Microsoft software; an understanding of the mechanical and electrical sector is highly desirable.
Soft Skills: Personable and professional telephone manner, excellent time management, and the ability to summarize complex facts for various stakeholders.
Aptitude: High attention to detail with the flexibility to adapt to changing priorities in a fast-paced facilities environment.

To apply for this job please visit www.premiersupportservices.co.uk.