Scheduler​/FM Helpdesk Coordinator

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.

• 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

• 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

• 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

• 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

• 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

• 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

• Experience using CAFM or job management systems
• Confident using Microsoft Office, particularly Excel and Outlook
• Comfortable managing multiple systems and job logs

• Strong written and verbal communication
• Professional phone manner
• Ability to manage client expectations and provide clear updates

• 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

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

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.

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.