Secretarial Jobs Board

Helpdesk Coordinator

Reference: Amk/Hpdco/Edi-Sh/Am/
Job Decription:

Vacancy Reference: AMK/HPDCO/EDI-SH/AM/150119

Job Title: Helpdesk Coordinator

Job Type: Full-Time; Fixed Term Contract

Location: Edinburgh

Salary: £DOE

Benefits: Competitive

We are Servest, part of the Atalian Servest Group. As experts in facilities management, we create environments which enable people to deliver exceptional experiences to help organisations to be more efficient, effective and sustainable.

We currently have a great opportunity for a Helpdesk Coordinator, working as part of the Atalian Servest Helpdesk Team and supporting our Scottish Government Facilities Management contracts in providing a professional and customer focussed service.

Main duties and responsibilities will include but are not limited to:

• Principle point of contact for customer enquiries, incoming calls and new work requests on our CAFM Concept System.
• Acting as first point of contact for engineering workforce and sub-contractors, allocating work to engineers and diary management for regional area.
• Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.
• Updating and closing out Reactive, PPM and Quoted jobs for engineers and sub-contractors on CAFM Concept System.
• Effective jeopardy management of jobs within designated area as well as supporting other team members across government contracts.
• Working in conjunction with all contract staff (FM, Security, Technical Services, Waste and Cleaning Partners) to ensure seamless delivery of frontline TFM solution including co-ordinated visits and out of hour`s access arrangements.
• Co-ordinating and supporting Project Managers in project works across various government contracts including but not limited to requesting quotations, raising POs, creating site Health & Safety files and job costing of variations.
• Updating database of quotations, engineering overtime and statutory compliance certification where requested
• Scheduled running of reports from CAFM Concept System and distribution to nominated person(s)
• Proactive review of operational work in progress and updating account management with contract statistics
• Providing specific performance reports relating to business area performance across all FM functions
• Providing figures for monthly KPI reporting
• System inputting of engineer timesheets on a weekly basis
• Updating and recording of statutory compliance documentation for all contracted buildings
• Reviewing and approving supplier invoices for sub contracted works and querying costs where required
• Maintaining register of engineer overtime and holidays
• Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation
• Taking health and safety into consideration with support from management
• Ensuring compliance with Arthur McKay Quality Management System and be instrumental in implementing the procedures and instructions

Skills, Experience and Qualifications:

• Strong Customer service skills
• Helpdesk experience in facilities management
• Experience working with CAFM system preferably Concept.
• Strong knowledge of Microsoft Office packages
• Knowledge and understanding of property related issues
• Experience of working to deadlines and effective time management
• Excellent organisation skills
• FM experience desirable
• Assertive
• Numerate
• Strong planning and organisational skills
• Flexible
• Team worker
• Exceptional telephone manner

This role may require Disclosure Scotland, Baseline or other similar security clearance may also be required.

Hours and Environment

The post will for 40 hours per week and be based at Scottish Government, Saughton House, Edinburgh. Working hours are from 08:00am to 17:00 Monday to Friday, however additional overtime may also be required to meet the needs of the business. This role is on a fixed term, 12 month basis.

If you are interested in applying for this role and meet the above criteria, please email your CV to

To find out more please visit us on

We are an equal opportunities employer and rely on diversity to deliver on our goals. We actively encourage applications from talented and qualified individuals regardless of race, gender, nationality.


Job Type: Permanent
Location: Edinburgh, Edinburgh
Posted by: Servest Group
Date Posted: 30/01/2019

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