Help Desk Coordinator

Help Desk Coordinator Location: Eastleigh, SO53 3YE Salary: £28,288 per annum + Overtime Hours: Monday to Friday 08:00 am to 17:00 pm Role Overview This role provides first‑line support for internal and external customers, managing queries, complaints, and coordinating service delivery. It involves overseeing job scheduling, ensuring compliance with SLA/KPI requirements, and maintaining accurate records through platforms such as CAFM and JDE. The position also ensures effective communication, provides administrative support, and continuously monitors service standards to maintain contractual and health‑&‑safety compliance. What You'll Do Act as the first point of contact for customers and contractors. Handle queries and complaints with strong listening and problem‑solving skills. Manage client platforms, ensuring fault logs and jobs are resolved promptly. Coordinate engineers, communicate schedules, and update customers. Prepare complete job packs for billing and process jobs in JDE for invoicing. Monitor compliance with SLA/KPIs and elevate issues when needed. Raise purchase orders and administer PPMs and reactive works. Schedule faults, liaise with subcontractors, and track job progress.Support new service contract set‑up and maintain accurate records. Assist with service monitoring, reporting, and continuous improvement. Ensure health & safety compliance and attend management meetings. Maintain filing systems, contractor registers, and stationery supplies. Who You'll Be Experienced in help‑desk or call‑centre environments with strong customer‑service skills. Confident in coordinating services and working with contractors and suppliers. Knowledgeable about compliance, SLAs and service standards. Skilled in handling complaints calmly and professionally. Highly organised, able to prioritise, and work under pressure. Proficient in Microsoft Office and accurate data entry with good numeracy skills. Excellent communicator with a clear telephone manner and strong written English. A team player who can also work independently, with initiative and attention to detail. Enthusiastic, adaptable, and committed to delivering outstanding service. Minimum GCSE passes (or equivalent) and prior customer‑service or industry experience. Benefits 25 days holiday plus bank holidays Discount Shopping, Gym, Days Out Extensive Learning & Development opportunities, including progression possibilities Company Pension Scheme, Company Sick Pay Holiday Buy Scheme – up to 5 days a year Industry‑leading Maternity & Paternity Policies Refer a Friend scheme – worth £500 per referral GEMS – internal recognition scheme with vouchers for Amazon and retail/dining Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover Bike To Work Scheme Paid volunteering and charity days Medicash – health cash plan covering dental, optical, physiotherapy and well‑being benefits Employee Assistance Programme offering guidance on personal, health, legal and financial queries Diversity & Inclusion At EMCOR UK, we embrace and celebrate diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe a diverse and inclusive workforce fosters creativity, innovation and better problem‑solving. We are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices. Join us in our endeavour to build a culture of mutual respect and equity, where every voice is heard and every individual is championed. Join us in building a better world at work. #J-18808-Ljbffr