Helpdesk Coordinator

About the role

We are looking for a full-time Helpdesk Coordinator to join our team based at Great Western Railway's offices in Milford House, Swindon. 

This is a busy and rewarding role where you will play a key part in supporting the delivery of technical services across the GWR contract. As one of the first points of contact for customers, you'll help ensure work requests are managed efficiently, accurately and professionally.

The role involves coordinating service requests, scheduling works, monitoring performance, maintaining system records, and supporting engineers, subcontractors and stakeholders. You'll work closely with colleagues across the contract to help ensure services are delivered safely, effectively and in line with agreed service levels.

We're looking for someone who enjoys solving problems, keeping organised and working in a fast-paced environment where no two days are the same.

Typical Duties

• Respond to helpdesk calls, emails and AI-driven requests.
• Log jobs accurately into the CAFM system.
• Schedule engineers and subcontractors to attend required works.
• Monitor job progress and performance against agreed service level agreements.
• Maintain accurate helpdesk data, ensuring timely input, updates and outputs from relevant systems.
• Raise purchase orders for labour and materials when required.
• Process goods receipt invoices to support prompt payment to suppliers.
• Work collaboratively with colleagues, engineers, subcontractors and stakeholders to support the smooth running of the contract.

Key Responsibilities

As a Helpdesk Coordinator, you'll manage incoming requests through various channels, ensuring work is logged and processed accurately within our CAFM system.

You'll coordinate engineers and subcontractors, monitor job progress, and help ensure service level agreements are achieved. The role also includes maintaining accurate records, raising purchase orders, processing goods receipt invoices, and providing administrative support to the wider contract team.

A key part of the position is building positive working relationships with customers, operational teams and suppliers to ensure issues are resolved efficiently and service standards remain high.

What We're Looking For

You will have previous experience in a customer service, helpdesk, facilities management or other fast-paced operational environment.

You should be a confident communicator with strong organisational skills and a good working knowledge of Microsoft Office applications, particularly Excel. Experience of using CAFM systems would be beneficial, although training can be provided.

We're looking for someone who can manage competing priorities, maintain attention to detail, and remain calm under pressure. A practical approach to problem-solving and a commitment to delivering excellent customer service are essential.

Working With Us

You will join an established and supportive team that works closely together to deliver excellent service across the GWR contract. The role offers the opportunity to develop your skills, gain experience across a diverse operational environment, and contribute directly to the success of the contract.

Flexible Working

An agreed level of flexible working may be available, subject to operational requirements and maintaining an appropriate presence on site. Arrangements will be discussed and agreed with the Helpdesk Manager.