Helpdesk Co-ordinator

Job Title: Computer Aided Facilities Management (CAFM) Helpdesk Co-ordinator
Location: Forth Valley Royal Hospital, Larbert
Department: Estates and Facilities
Hours: 37 hours per week across Monday to Friday 8am - 4pm
Contract: Permanent
Salary: Upto £30,230.00 per annum + Excellent Serco Benefits

The post holder will provide a high-quality helpdesk service within the Estates Department at Forth Valley Royal Hospital. Acting as the first point of contact for all Estates-related enquiries, the CAFM Helpdesk Co-ordinator will be responsible for receiving, logging, allocating, and monitoring both Planned Preventative Maintenance (PPM) and reactive maintenance tasks through the Computer Aided Facilities Management (CAFM) system.

The role is critical to ensuring the delivery of a compliant and efficient Estates service, supporting operational teams in maintaining the hospital’s facilities to the highest standards and within agreed Service Level Agreements (SLAs).

Main Accountabilities:

• Helpdesk Operations:
• Receive, prioritise, and log maintenance requests via telephone, email, and the CAFM system.
• Allocate reactive and planned tasks to appropriate Estates staff or contractors in line with operational procedures.
• Maintain accurate and up-to-date records of all works undertaken.
• Service Level Management:
• Monitor task progress and performance against SLAs, ensuring timely completion.
• Identify and escalate potential SLA breaches to the Maintenance Officers or Maintenance Manager to support proactive mitigation.
• Produce and review reports to ensure compliance and performance standards are met.
• Communication and Coordination:
• Liaise effectively with Estates engineers, Officers, Mangers, contractors, and hospital departments to coordinate works with minimal disruption to clinical and operational activities.
• Provide clear updates to service users on job status and expected completion times.
• Administrative Support:
• Assist with updating asset registers and planned maintenance schedules in the CAFM system.
• Support data entry, record-keeping, and reporting functions to aid performance monitoring and audit requirements.
• Contribute to process improvements to enhance helpdesk efficiency and data integrity.
• Teamwork and Professionalism:
• Work collaboratively as part of the Estates and Facilities team, providing flexible support as required.
• Maintain confidentiality, professionalism, and excellent customer service at all times.

What you will need to do the role:

Essential:

• Experience in a facilities, maintenance, or helpdesk environment.
• Strong IT skills, particularly in database and task management systems (e.g. CAFM).
• Excellent communication and organisational skills.
• Ability to prioritise workload and manage competing demands effectively.
• Attention to detail and accuracy in data entry and record keeping.
• Ability to effectively operate in a high-pressure environment.

Desirable:

• Experience working within an NHS or healthcare environment.
• Familiarity with Estates compliance, PPM, and reactive maintenance processes.
• Knowledge of Service Level Agreements and performance reporting.

What we offer  

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.