Help Desk Coordinator

Help Desk Support Coordinator

The Help Desk Support Coordinator is responsible for coordinating the delivery of reactive maintenance and service works from initial customer enquiry through to job completion. Acting as the main point of contact for customers, the role ensures excellent communication throughout the lifecycle of each job while supporting the smooth operation of the whole department.

Working closely with the team and other internal departments, the Help Desk Coordinator will manage systems and ensure our customers receive the best possible service and experience.

Key Responsibilities

• Act as the primary point of contact for customers, providing a professional and responsive service.
• Receive and process new enquiries and maintenance jobs.
• Create, manage and maintain jobs within the system.
• Allocate and distribute new work to the relevant department or team member.
• Coordinate engineers' attendance by liaising with management and scheduling works with customers.
• Keep customers informed throughout the progress of their jobs, providing regular updates and managing expectations.
• Coordinate the job completion process, ensuring all required information is received and processed.
• Issue completion documentation, including certificates, invoices, and other relevant paperwork.
• Upload and maintain documentation on customer portals where required.
• Assist in coordinating remedial works and defects through to resolution.
• Liaise with engineers, customers, and internal departments to ensure work is completed efficiently and to agreed timescales.
• Maintain accurate records and ensure company systems are kept up to date at all times.
• Provide general support to the Operations teams to ensure excellent service delivery.