Description

As a Helpdesk Coordinator you will plan and dispatch reactive works to engineers and subcontractors, ensuring completion within the contractually defined Service Level Agreements and avoiding KPI penalties. You will also provide administrative support and work both collaboratively with the team and independently.

Key duties include monitoring active jobs, allocating work for the current and next day, reviewing open fault reports, and managing allocations from previous shifts. You will attend daily and bi‑weekly SLA mitigation calls, manage KPI targets for permanent rectification, and liaise with the Helpdesk to ensure work orders are properly reviewed and documented for TfL Metro Maximo.

• Monitor active jobs awaiting allocation to ABM engineers or subcontractors.
• Plan and allocate work for the current and next day alongside the Mechanical Supervisor.
• Review the Open Faults report and anticipate needs for the next 24 hours and weekend when applicable.
• Ensure all open returns are scheduled for the following shift or re‑scheduled for the next day.
• Review rejected faults and cancel work orders via the RCC on the ABM Helpdesk if necessary.
• Act as a proactive leader, taking ownership of your work.
• Raise Flash Business Cases and pass faults to the Additional Works team; submit other required forms.
• Apply knowledge of SLAs and KPIs to meet contractual requirements and avoid penalty extensions.
• Check previous shift allocations to confirm closures, arrange revisits, order parts, and take further actions.
• Attend daily SLA mitigation calls on Teams to review breaches and add items to the mitigation list.
• Attend bi‑weekly Fracas calls on Teams to assist the Mechanical Engineering manager with fault reviews and issue escalation.
• Manage KPI 2C – permanent rectification for priority 1 and 2 work orders, including SLA extensions, revisits, parts ordering, and Helpdesk liaison.
• Manage KPI 2D – permanent rectification for priority 3 and 4 work orders, handling first‑time assignments, extensions, revisits, parts ordering, and Helpdesk liaison.
• Manage KPI 2E – jeopardy management of open faults to prevent SLA breaches and re‑attend breached faults.
• Escalate issues regarding engineers, subcontractors, or work to supervisors or management.
• Undertake ad‑hoc duties within the remit of the role, including client and ABM management tasks.
• Work with the Helpdesk to ensure completed work orders are reviewed on‑shift for evidence submission to TfL Metro Maximo.
• Apply sound decision‑making skills.
• Online chat or telephone crisis support.

Requirements

The role requires excellent written and verbal communication to interact with engineers, customers, suppliers and subcontractors, strong organisational and time‑management abilities, decision‑making skills, and proficiency in Microsoft Excel. Proven experience as a team leader or supervisor and the ability to thrive in a fast‑paced environment are essential.

Desirable experience includes using a CAFM or other asset‑management system, previous exposure to HVAC environments, and a solid educational background combined with relevant Helpdesk coordination experience.

• Demonstrate excellent communication skills via email and telephone with engineers, customers, suppliers, and subcontractors.
• Possess proven experience as a team leader or supervisor.
• Maintain strong PC skills, particularly in Microsoft Excel.
• Exhibit excellent organisational and time‑management abilities.
• Thrive in a fast‑paced work environment.
• Experience using a CAFM or other asset‑management system (desirable).
• Previous knowledge or experience in the HVAC environment (desirable).
• Rounded educational background and credible experience as a Helpdesk Coordinator (desirable).

Benefits

The position is based in North Greenwich, working a Monday‑to‑Friday shift from 8 am to 5 pm (42 hours per week). The role offers a competitive salary and the recruitment team is available to provide any necessary support or adjustments via [email protected].

ABM offers a comprehensive benefits package that includes 24/7 GP access for you and your immediate family, mental health and life‑event counseling, a Get Fit programme, financial and legal support, a cycle‑to‑work scheme, and access to the Perks at Work app with discounts, gift cards, cashback and crisis‑support services.

• 24/7 GP access for employee and immediate family.
• Mental health support and life‑event counseling.
• Get Fit programme.
• Financial and legal support.
• Cycle‑to‑work scheme.
• Access to Perks at Work app with discounts, gift cards, cashback, and exclusive offers.

Training + Development

Interview process

Visa Sponsorship

Security clearance