Helpdesk Coordinator | Porton Down

As a Helpdesk Coordinator, you'll be at the centre of our operation, acting as the link between customers, maintenance teams and site management.

You’ll be responsible for scheduling planned and reactive maintenance works across DSTL sites, coordinating engineers and operatives, handling incoming calls and emails, raising service requests and ensuring all work is progressed efficiently through to completion.

You’ll work closely with the Technical Services Manager and operational teams to ensure maintenance activities remain compliant, service levels are achieved and month-end requirements are completed accurately.

Customer service is a key part of this role. You’ll be one of the first points of contact for clients and end users, ensuring every interaction is handled professionally and positively.

Your day might involve taking maintenance calls from customers, creating and updating work orders, scheduling engineers to attend site, liaising with stakeholders regarding progress updates, processing purchase orders and ensuring maintenance activities are completed within agreed timescales.

You’ll maintain accurate records using CAFM systems, support compliance requirements and help ensure the smooth operation of a busy Helpdesk function. You’ll also assist with reporting, month-end activities and continuous improvement initiatives designed to enhance customer experience and operational performance.

Working within a team of ten, including the Helpdesk Team Leader, you’ll be part of a collaborative environment where there are always colleagues available to support one another.

Whether you’re already working within a scheduling or helpdesk environment, or you’re an experienced customer service professional looking for a new challenge, we’d love to hear from you. We can teach systems and processes, and we’re happy to develop the right person with the professionalism and customer-focused attitude we’re looking for., We’re seeking someone who enjoys working in a customer-focused environment and can remain organised while managing multiple priorities.

Experience with in a Helpdesk, scheduling, customer service, facilities management or maintenance coordination environment would be highly beneficial. However, just as important is the ability to communicate effectively, build positive relationships and provide excellent service.

You’ll have strong organisational skills, good attention to detail and confidence using Microsoft Office applications and digital systems. Experience working with CAFM systems is advantageous but not essential.

Most importantly, you’ll have a positive attitude, a willingness to learn and a genuine commitment to delivering a great customer experience.

Due to the sensitive nature of the site, applicants must be British Nationals and able to obtain and maintain Security Clearance (SC). Candidates must also be aged 18 or over in line with site requirements.

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.,

VIVO is looking for a Helpdesk Coordinator to join our growing team at Porton Down, supporting one of the UK's most important Defence estates. This is a fantastic opportunity to become part of a fast-paced Helpdesk operation where you’ll play a vital role in…