Helpdesk Co-ordinator

Helpdesk Co-ordinator


  • To deal with all telephone/fax/written requests for service from customers and contract managers/supervisors
  • To pre book Preventive Planned Maintenance services for the engineers
  • To allocate the engineers to reactive and project works
  • To ensure that the engineering time is used effectively and efficiently with a target of 98% effective use of labour
  • To impart information to the engineers to enable them to submit their reports correctly, providing job numbers, service hours allowed, contact names, site addresses, service types and reported/identified problems.
  • To provide order numbers for parts, components and specialist services as detailed by managers.
  • To input feedback into the PPM and Helpdesk systems from the engineers reports.
  • To provide management reports from the Helpdesk and PPM systems.
  • To support new contracts and high levels of extra works the contracts are already generating


  • Accept customers and engineers telephone calls and log all information as required on the help desk systems
  • Ensure that the engineering labour is utilised in the best manner possible
  • Ensure the correct discipline of engineer is matched to the tasks
  • Issue and confirm returns of planned maintenance services
  • Input engineers reports onto the helpdesk and planned maintenance computer systems
  • Enter new contracts and adjust existing contracts on the systems as required by the contract managers
  • Progress specialist engineering services to ensure compliance to orders
  • Raise and progress orders to authorised suppliers
  • Work with other help desk co-ordinators to maintain cover during normal working hours
  • Provide management reports from the IT systems employed to managers and customers as required
  • Continually strive to improve the flow of information to engineers and customers and to make improvements to the procedures
  • Comply with company procedures as set out in the Business Management System
  • Comply with the SHE policies of the company
  • Maintain a 24hr call out rota and issue to those involved
  • Ensure information from the help desk is correctly filed in the contract files
  • Receive calls allocate works and support the administration reporting
  • Any other duty applicable to the role
Date of issue
September 21, 2023
Business Unit
Dalkia Facilities
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