Helpdesk Co-Ordinator

Job Introduction

• 40 hours per week
• Monday - Friday
• £13.71 per hour
• Free Car parking

Check your local transport links here: Plan Your Journey | Traveline - the destination you should input is Colchester, CO2 7UT

Job Description:

We are seeking an experienced and proactive Helpdesk Co-Ordinator to lead and manage our site helpdesk administration team at Merville Barracks, Colchester, CO2 7UT. This is a key role responsible for ensuring service excellence, contractual compliance, and continuous improvement across all helpdesk operations. You will act as a central point of coordination between customers, contractors, and internal stakeholders while supporting and deputising for the Contract Administration and Security Manager.

What You’ll Do:

• Supervise the helpdesk administration team, ensuring all service level agreements (SLAs), KPIs, and contractual obligations are consistently met and developed.

• Support and deputise for the Contract Administration and Security Manager, assisting with the day-to-day management and control of the helpdesk function.

• Act as the primary customer interface for fault reporting, including logging incidents, chasing call completion, and liaising with contractors and engineers.

• Manage day-to-day team performance including call monitoring, one-to-ones, objective setting, absence management, and forward planning.

• Use analytical data to monitor call handling statistics and drive performance against agreed KPIs.

• Identify, source, and deliver training to ensure a high standard of service excellence, including internal, external, and centrally driven initiatives.

• Develop and maintain strong working relationships with internal teams, clients, customers, and external stakeholders.

• Provide management cover during periods of absence, including attendance at meetings, conference calls, and contract updates.

• Coordinate all administrative support provided by the team, including contract documentation and MIS reporting in line with agreed timelines.

• Monitor contract performance, manage service requests, chase outstanding work, and generate operational and internal performance reports.

• Proactively identify issues, implement solutions, and drive continuous improvement across the helpdesk function.

• Manage customer surveys, complaints procedures, and ensure root cause analysis and lessons-learned processes are followed.

• Coordinate the dispatch of reactive tasks to engineers or subcontractors based on skill set and priority.

• Maintain and support updates to the CAFM system, ensuring accurate feedback and records are logged for all completed tasks.

• Act as a point of escalation, prioritising tasks and ensuring major exceptions are raised to the appropriate manager.

• Promote a positive team culture through regular meetings, open communication, and idea sharing.

• Ensure compliance with health & safety requirements, including reporting near misses, accidents, and faulty equipment.

• Carry out any other reasonable duties as required by management.

What You Bring:

• Proven experience managing a team in a fast-paced, customer-focused environment.

• Strong IT skills with a good working knowledge of Microsoft Outlook, Word, Excel, and PowerPoint.

• Excellent verbal and written communication skills.

• Ability to work on own initiative while contributing effectively within a team environment.

• High attention to detail with a strong commitment to standards and compliance.

• Experience managing multiple stakeholders and competing priorities against tight deadlines.

• Demonstrated ability to use analytics and performance data to manage and improve team performance.

Desirable

• Experience working within a military environment.

• Previous experience in an engineering, facilities management, or helpdesk coordination role.

• Strong leadership skills with formal or informal leadership training.

• Knowledge of, or qualifications in, Health & Safety and Food Safety.

What we offer:

• On-the-job training with experienced professionals
• Fully funded apprenticeship qualifications
• Career development opportunities within Sodexo
• A friendly and supportive work environment
• Wellbeing Support – Unlimited online resources, a free health app with 24/7 virtual GP, and an Employee Assistance Programme.
• Financial Benefits – Discounts for you and your family, salary finance support, retirement plan, and a death-in-service benefit.
• Career Growth – Apprenticeships, learning tools, and development opportunities.
• Work Perks – Cycle to Work Scheme, volunteering opportunities, flexible work, full training, and a protective uniform.

Join us and be part of a company that values its employees and offers real career growth opportunities.