Helpdesk Coordinator

5 days ago


Salford, Salford, United Kingdom Thermatic Group Full time
About the Role

We are seeking a highly skilled and experienced Helpdesk Scheduler to join our Technical Services Centre Team at Thermatic Group.

As a Helpdesk Scheduler, you will play a critical role in ensuring the effective and efficient management of our mobile engineer workforce. Your primary responsibility will be to coordinate, manage, and schedule the planned maintenance activity across our defined regional and skillset divisions.

Key Responsibilities
  • Efficiently manage and monitor the schedules of our mobile engineers to ensure they have a viable diary of work planned.
  • Assign the appropriate engineer resource to service requests, taking into account customer requirements, engineer availability, and priority levels.
  • End-to-end ownership of high-priority jobs, including triage and escalation as necessary.
  • Ensure engineer devices are operational and communicating effectively, and that status changes to work orders are completed in accordance with expectations.
  • Review and adjust engineer schedules to optimize resource utilization, reduce travel, and minimize costs.
  • Escalate any issues or non-compliance to relevant line management in a timely manner.
  • Contribute to monthly business review meetings by providing critical account information and discussing operational performance data.
  • Ensure accuracy of service request information in Job Logic and customer portals.
Requirements
  • Experience in scheduling a team of mobile, distributed engineers.
  • Experience in operating a Computer Maintenance Management System (CMMS).
  • Excellent communication and problem-solving skills, with a collaborative approach to working.
  • Strong technical skills, including proficiency in MS Office packages.
  • Desirable: technical experience or qualifications, such as electrical or HVAC.
About Us

Thermatic Group is a dynamic and growing business that values its people and provides opportunities for growth and development. We are committed to equality, diversity, and inclusion, and welcome applications from all qualified candidates.

We offer a range of benefits, including 33 days holiday, auto-enrolment pension, death in service insurance, and extensive healthcare and wellbeing provisions.



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