Helpdesk Coordinator

Location: Bridgwater, Somerset |
Salary: £24,882.39 |
Posted: 31 Oct 2019 |
Closes: 11 Nov 2019 |
Job Type: Permanent & Full-time |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 8228

Role Responsibility:

As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies. Our services include facilities management, technical project management, business support and PFI contracts.

At G4S FM we are used to working in critical and secure environments. Our expertise in sectors such as defence, courts and hospitals is second to none. This expertise also reassures our clients in education, and utilities, where they welcome our extra vigilance when maintaining and operating their buildings. 

Our success is therefore underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles. 

Our values are core to shaping the culture of our organisation, helping to guide, unite, differentiate and sustain us. They are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.


Job Outline:
To operate the Service Desk across HPC main and additional sites and co-ordinate administrative activities to ensure a smooth running of the Desk.

Key Responsibilities:

  • Manage all Service desk and calls.
  • Liaise with the hard services team to appoint reactive and PPM tasks.
  • Assist with contractors reports, uploading completion dates to CAFM system.
  • Generate Service desk reports.
  • Liaise with suppliers to obtain quotes for consumables and project work.
  • Collate, update and maintain consumables/Facilities materials inventory.
  • Collate all meter readings/waste transfers & upload to CAFM system.
  • General administration duties to include photocopying, filing and auditing.
  • Support the wider FM team in delivering the service as agreed in the SLA.
  • Carry out any other reasonable requests made by the Senior Management Team and provide cover for other team members where appropriate.
  • To be flexible when required to cover other administration/reception duties for holidays/sickness and lunch breaks.
  • Handle calls both inbound and outband. 
  • Deal with queries and complaints quickly and efficiently.
  • Liaise with the client, stakeholders, subcontractors and suppliers.
  • Provide advice on helpdesk referrals/queries.
  • Collate operational data as directed by Line Manager.
  • Assign tasks to operatives, manage and close out tasks where required.
  • Provide a reliable flexible and robust service to both internal and external clients.
  • Ensure all non FM calls are transferred to the relevant department/team within the agreed SLA.
  • Plan and prioritise own workload appropriately and effectively.
  • Raise and assign purchase orders to associated work orders.
  • Monitor and review purchase card expenditure where required.
  • Ensure compliance with current statutory legislation.
  • Distribute and collate customer observation reports.
  • Populate FM monthly report with CAFM statistical data.

The Ideal Candidate:

Essential Criteria:

  • Excellent organizational skills.
  • Excellent communication, both verbal and written.
  • Ability to work to deadlines, balancing different priorities and coping with fluctuating workloads.


Desirable Criteria:

  • A resilient team player with drive, enthusiasm, passion, strong planning and co-ordination skills.
  • Numerate with experience of MS Office.

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