Facilities Helpdesk Coordinator

Established in 1983, G.S. Stothers Smoke Ventilation Specialists is a family-run business providing specialist smoke ventilation solutions across Northern Ireland, Ireland and the wider UK.

With more than four decades of industry experience, we support clients throughout the complete lifecycle of their systems, from design and installation through to commissioning, planned maintenance and ongoing facilities management.

As our Facilities Management division continues to grow, we are looking for an experienced and highly organised Facilities Helpdesk Coordinator to join our team and play a key role in the day-to-day delivery of our maintenance services.

The Role

The Facilities Helpdesk Coordinator will oversee the day-to-day operation of our helpdesk and CAFM system, ensuring planned and reactive maintenance requests are logged, allocated, tracked and completed efficiently.

This is a busy, varied role requiring someone who can confidently coordinate engineers, manage competing priorities, communicate effectively with clients and support the wider Facilities Management team.

You will also play an important role in coordinating our Planned Preventative Maintenance programme, monitoring service delivery and supporting the quotation and follow-up process for additional works.

Key Responsibilities

Helpdesk Operations

• Oversee the day-to-day running of the Facilities Management helpdesk.
• Act as a key point of contact and escalation for clients, engineers and operatives.
• Ensure reactive and planned maintenance jobs are accurately logged and maintained within the CAFM system.
• Monitor jobs against agreed SLAs and KPIs, identifying and escalating any work at risk of falling outside required timescales.
• Ensure clients receive timely and professional updates throughout the job lifecycle.
• Allocate incoming jobs to engineers and operatives based on priority, location, availability and skillset.
• Coordinate engineer diaries and schedules to ensure efficient coverage across client sites.
• Plan workloads effectively, taking account of travel, urgent call-outs, absences and changing priorities.
• Liaise directly with engineers regarding job progress, delays, additional requirements and revisits.
• Keep schedules and CAFM records accurate and up to date as circumstances change.

Planned Preventative Maintenance

• Maintain and coordinate the PPM calendar across maintenance contracts.
• Schedule statutory and contractual maintenance visits in accordance with agreed contract requirements and compliance deadlines.
• Coordinate engineer availability against planned maintenance requirements and minimise scheduling conflicts.
• Liaise with subcontractors and suppliers where required to arrange attendance and confirm completion of works.
• Help ensure planned maintenance visits are completed within the required timescales.

Job Reports & Quoted Works

• Review completed job and engineer reports for accuracy and completeness.
• Identify additional or remedial works arising from maintenance visits.
• Coordinate the preparation and issue of quotations to clients.
• Track outstanding quotations and follow up with clients for approval.Once approved, ensure works are scheduled and relevant CAFM records are updated accordingly.

Reporting & Administration

• Produce regular reports covering areas such as job volumes, SLA performance, outstanding works, backlog and engineer utilisation.
• Maintain accurate records to support contractual, audit and compliance requirements.
• Provide administrative and operational support to the wider Facilities Management team as required.

The successful candidate should have:

• GCSEs (or equivalent) in English and Maths at Grade C/4 or above.
• A minimum of three years' experience in a helpdesk, scheduling, coordination or administrative role within Facilities Management, maintenance or a similar service-delivery environment.
• Strong organisational skills with the ability to manage multiple priorities in a busy environment.
• Excellent written and verbal communication skills.
• Confidence communicating with clients, engineers, suppliers and colleagues.
• Strong IT skills, including Microsoft Office, particularly Excel.
• Experience using, or the ability to quickly learn, CAFM/CMMS or other job-management software.
• Good attention to detail and a proactive approach to problem-solving.

It would be advantageous to have:

• Previous experience working within Facilities Management, building services, maintenance or a technical service environment.
• Experience coordinating mobile engineers or field-based teams.
• Experience using CAFM systems such as WorkPal, Uptick, Facilio, Wrike or similar.
• Knowledge of SLAs, KPIs and basic contract terminology.
• Experience coordinating PPM schedules and reactive maintenance.
• Experience supporting quotation or remedial works processes.

What We Offer

This is an opportunity to join an established, growing family business where you'll work closely with both our Facilities Management and engineering teams.

You'll be joining a supportive environment where communication and teamwork are important, with the opportunity to develop your knowledge of the specialist smoke ventilation and life-safety sector.

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