EQUANS is looking for a Helpdesk Coordinator to join our team based in Stoke-on-Trent on a permanent basis. This is a full-time role working 40 hours per week. On offer is a competitive salary and benefits package. Equans is one of the leading Facilities Management service providers, delivering a full range of property management services to the public and private sector. The Regional Operations Centre (ROC) in Stoke provides helpdesk and business support services to a wide range of facilities management contracts. The Helpdesk Co-ordinator is expected to deliver excellent customer service, handling enquiries via phone, email, and self-service channels. You will respond to, plan, and organise the full life cycle of all facilities management work from customer enquiry to job completion, utilising the CAFM system (Maximo). This includes planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors, and site managers across various locations, ensuring all are completed within contractually defined Service Level Agreements and providing administrative support where appropriate. You will work closely with the team but are expected to demonstrate the ability to work on your own initiative. What will you deliver? Provide a friendly and professional point of contact for customers for any queries or concerns. Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs). Liaise with wider team members to ensure the best resolution, consistent with the contract. Complete all administration tasks that relate to the contract, including assigning contract colleagues and sub-contractors to work orders, purchasing, and finance tasks. Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests to ensure required information is returned in a timely manner. Respond to queries, amend data, and re-issue tasks as required. Carry out monitoring of CAFM (Maximo) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised, and categorised in line with contractual KPI’s and SLA’s. Support the planned maintenance programme by scheduling activities for engineers, sub-contractors, and site managers. Comply with company procedures to ensure that all risks relating to safety, health, environment, and quality are effectively managed through the use of risk assessments, PPE, training, and company procedures to ensure a safe working environment. What can we offer you? 24 days annual leave ( public holidays) – Pro rata. Life Cover equivalent to 1.5 times annual salary. Employee discount shopping schemes on major brands and retailers. Gym membership discounts. Cycle to work scheme. Holiday purchase scheme. 2 corporate social responsibility days per year. Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes. Attractive Employee Referral Rewards Scheme. Access to our growing employee networks. 24/7 Employee Assistance Program and access to a mental wellbeing app. Who are we looking for? Relevant customer service experience. Good written and verbal communication skills. Self-motivated, professional, and enthusiastic. Positive team member with the ability to work on own initiative. Willingness to learn and embrace change. Able to work in a fast-paced environment. Able to use a range of IT software and packages. For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a relocation package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.