Scheduler / FM Helpdesk Coordinator

New Yesterday

Scheduler / FM Helpdesk Coordinator
JDR Recruitment is recruiting for a Scheduler / FM Helpdesk Coordinator to support the delivery of building maintenance services.
You will act as the central point of contact for maintenance requests. You log jobs, schedule engineers, track progress, and update clients. The role requires strong organisation, clear communication, and the ability to manage multiple tasks at the same time.
You work closely with engineers, subcontractors, and operations teams to keep maintenance work running efficiently.

Key Responsibilities

Helpdesk Management

Receive maintenance requests via phone and email

Log service requests into the helpdesk or CAFM system

Categorise jobs based on priority and service level targets

Provide updates to clients on job status

Scheduling and Planning

Schedule engineers for reactive and planned maintenance work

Allocate jobs based on engineer location, skill set, and availability

Maintain engineer diaries and update schedules when changes occur

Coordinate subcontractors where required

Job Tracking and Coordination

Monitor progress of open jobs and follow up where needed

Track response times and completion times against SLA targets

Escalate urgent or overdue jobs to operations management

Close jobs on the system once work has been completed

Communication

Maintain regular contact with engineers throughout the day

Provide updates to clients regarding job progress

Work closely with operations and management teams

Communicate any issues that may affect service delivery

Administration and Reporting

Maintain accurate records within the helpdesk system

Update notes, job details, and completion information

Produce reports on job volumes, outstanding work, and service levels

Support the operations team with general administration where required

Skills and Experience

Required Experience

Previous experience in a facilities management helpdesk, maintenance coordination, or scheduling role

Experience allocating work to engineers or field-based teams

Experience working in a fast-paced service environment

Strong organisational and multitasking ability

Technical Skills

Experience using CAFM or job management systems

Confident using Microsoft Office, particularly Excel and Outlook

Comfortable managing multiple systems and job logs

Communication Skills

Strong written and verbal communication

Professional phone manner

Ability to manage client expectations and provide clear updates

Personal Attributes

Highly organised and detail focused

Able to prioritise multiple tasks at the same time

Calm under pressure when managing urgent requests

Reliable and proactive in resolving issues

Strong team player

Typical Backgrounds

Candidates often come from roles such as:
FM Helpdesk Coordinator

Facilities Coordinator

Service Coordinator

Maintenance Scheduler

Engineering Scheduler

Helpdesk Operator

Maintenance Planner

They often have experience within:
Facilities management companies

Property maintenance businesses

Building services contractors

Engineering service providers

Working Environment

This is an office-based role supporting maintenance operations. You will work closely with operations teams and engineers to coordinate maintenance activity across client sites.
The role involves managing a high volume of jobs and requires strong attention to detail to maintain accurate records and schedules.

JDRCC
JDR is acting as an Employment Agency in relation to this vacancy.
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.

JDR is acting as an Employment Agency in relation to this vacancy.

TPBN1_UKTJ
Apply
Location:
Leeds
Salary:
£12.82 - £14.1 per hour
Job Type:
FullTime
Category:
IT

We found some similar jobs based on your search