Help Desk Coordinator – Scheduling & Support

About the role

The Help Desk Coordinator will ensure smooth scheduling of jobs, engineers and client interactions within a fast‑paced maintenance environment. This role combines front‑office communication, job management and coordination of engineering resources to deliver timely service.

Key responsibilities

• Answer inbound office calls and manage the main information inbox.
• Log new jobs onto the Big Change system and book engineers accordingly.
• Book and confirm appointments with clients and tenants, keeping job notes and client portals up to date.
• Plan and manage engineers’ daily schedules, ensuring bookings 3–5 days in advance.
• Track engineers’ whereabouts during the day and provide updates to clients.
• Call engineers each afternoon to confirm the following day’s work.
• Order materials, prepare basic quotes, chase outstanding quotes and complete generic RAMS where required.
• Review completed works daily, re‑book follow‑on jobs and prepare jobs for invoicing.
• Provide one evening per week of out‑of‑hours cover for urgent bookings.

Required profile

• Experience in property maintenance, repairs coordination, facilities or engineering administration.
• Confident dealing with engineers, suppliers and property managers.
• Highly organised, proactive and comfortable working under pressure.
• Experience using job management systems, ideally Big Change.

Required skills

• Proficiency with the Big Change job management system.