Helpdesk Coordinator (Reactive Planner)

Help desk Coordinator - (Reactive Planner)

Pay- £13.85
Area: Birmingham B66
On a 4 on, 4 off pattern, either 7 AM to 7 PM or 7 PM to 7 AM.

As this role supports critical hospital operations, handling service requests with care and professionalism is essential to ensure seamless service delivery and patient care.

You will be the first point of contact for service requests, responsible for jeopardy management, dispatching engineers, and tracking job progress to prevent delays and ensure SLAs are met.

We are looking for a proactive problem-solver with strong communication skills who thrives in a fast-paced environment and remains calm under pressure. Attention to detail and the ability to multi-task and prioritise workload are key.

Key Responsibilities:

• Respond to incoming calls and emails, logging and managing service requests.
• Prioritise and dispatch work orders to engineers, ensuring jobs are dispatched to the right engineer and completed on time.
• Jeopardy management: Ensure all work orders are logged correctly and tracked in the system, providing accurate updates and reporting. Monitor and mitigate failed jobs, ensuring timely intervention when necessary.
• Work collaboratively with the other teams and contractors to resolve queries efficiently.
• Maintain high standards of customer service and professionalism at all times, recognising the impact on patient care.

What We Are Looking For:

• Experience providing excellent customer service, ideally in a help desk environment or call centre.
• Excellent communication skills, both oral and written.
• Ability to work independently and as part of a team.
• Strong IT skills, including Microsoft Office and management systems.
• A well-organised approach, with the ability to prioritise workload effectively.
• The ability to multi-task in a fast-paced work environment.
• Knowledge of a CAFM system (Maximo) is desirable.

This is an exciting opportunity to join a leading organisation where you can develop your skills and contribute to delivering excellent service.