Helpdesk Coordinator | RAF Fairford
Fairford, Gloucestershire, GB, GL7 4DL
Who we are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
What we do
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.
Contract: Full Time, Permanent
Location: RAF Fairford, Fairford, GL7 4DL
Working Hours: 40 hours per week, Monday to Friday (8:00AM – 4:30PM)
Salary: £27,500 per year
We are seeking a highly organised and proactive Helpdesk & Scheduling Coordinator to join our operations team. This is an important role within the organisation, supporting the delivery of maintenance services and ensuring that work orders, communications and operational performance are managed effectively.
About the Role
The Helpdesk & Scheduling Coordinator will be responsible for coordinating day-to-day helpdesk activities and ensuring that operational tasks are scheduled and tracked effectively. This includes scheduling all Planned Maintenance Tasks and ensuring that they are completed and closed where no remedial work has been identified. The role requires regular monitoring of open work orders and providing daily updates on their status to the Built Estate Manager.
The role also involves responding to inbound calls and emails within agreed Service Level Agreements and ensuring that all requests are logged and managed appropriately. Purchase orders must be raised and managed as required to support operational delivery.
Additional responsibilities include collating site signing-in sheets, managing site timesheets, arranging escorts for contractors when required and supporting Technical Services Managers and the Built Estate Manager with administrative tasks. The Helpdesk & Scheduling Coordinator will also receive complaints, service failures and compliments, ensuring these are recorded and escalated where appropriate.
The Helpdesk & Scheduling Coordinator will also contribute to monthly performance reporting, presenting key data and performance trends to senior management. This includes analysing both positive and negative performance trends and supporting the wider team in identifying opportunities for improvement. All reporting and performance monitoring must align with contractual requirements and company processes.
The role requires strong communication with both internal and external stakeholders. Emails and telephone calls must be responded to within an appropriate timeframe to maintain service standards.
What you’ll need;
We are looking for a well-organised and proactive individual with previous experience in an administrative or helpdesk-based role. The successful candidate will be confident managing multiple tasks, supporting operational teams, and maintaining accurate records within a busy working environment.
Applicants should have strong working knowledge of Microsoft Office applications, particularly Excel.
Experience working with CAFM systems would be highly advantageous along with experience in an FM background.
Due to the location of the site, candidates must hold a valid driving licence.
You must be able to pass SC Clearance to be eligible for this role.
We offer;
- Up to 6% contributory pension scheme
- 25 Days annual leave plus bank holidays
- Volunteer leave
- One paid professional subscription
- Life Assurance Policy
- Employee discount and reward schemes
- Interesting, varied, and enjoyable work
- A company that recognises your contribution
- Training opportunities and qualifications within a supportive environment to ensure career progression
VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.
At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
