Helpdesk Coordinator - RAF Alconbury

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.

Location: RAF Alconbury, on site role

Permanent, Full time

Salary: £27,500

As a Helpdesk Coordinator with VIVO Defence Services, you will be at the heart of our operations—ensuring that maintenance requests, customer queries, and operational workflows are handled promptly, professionally, and with exceptional attention to detail. You’ll manage inbound calls, emails, and other communication channels within agreed service levels, ensuring every customer interaction meets our high standards of service.

The Role

You’ll be responsible for coordinating both reactive and planned maintenance activities, allocating tasks to on-site operatives while ensuring safe working practices are followed at all times. By updating our CAFM system and other platforms in real time, you’ll keep workflows accurate, efficient, and visible to all stakeholders.

Your duties will include raising and managing Service Requests, processing purchase orders, and handling complaints in a professional manner—escalating when necessary to ensure swift resolution. You’ll play a key role in meeting internal KPIs, upholding quality requirements, and supporting colleagues in delivering a seamless customer experience.

In addition to day-to-day coordination, you’ll contribute to continuous improvement efforts, helping make the Helpdesk more efficient, future-ready, and lean in its operations. You may also participate in projects that directly impact Helpdesk services, ensuring they are delivered effectively.

What You'll Bring

To succeed, you’ll bring experience in customer service or scheduling supervision, ideally within a fast-paced helpdesk environment. You’ll have a track record of managing complex and challenging customer interactions, meeting strict performance targets, and delivering high-quality outcomes. Your knowledge of helpdesk technologies—covering telephony, omnichannel communication, and CAFM systems—will enable you to manage workflows confidently and accurately.

Strong communication skills, both written and verbal, are essential, as is the ability to apply a meticulous eye for detail. You’ll be proficient in Microsoft Office applications and experienced in scheduling both reactive and planned maintenance tasks. Above all, you’ll be committed to delivering excellent service, working collaboratively, and ensuring that operations run smoothly, safely, and to the highest standard.

What We Offer

• 25 days annual leave
• 6% employee matched pension contribution
• Life assurance 1x annual salary

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.