Impulse Recruitment are currently recruiting for a Helpdesk Coordinator for a large company based in Swords Co Dublin
This is a fantastic opportunity to become part of a dynamic, fast-paced company and work alongside a supportive and talented team.
The ideal candidate will have proven experience working as a Coordinator within Facility Management, Security, or Cleaning services in a large company environment. A strong background in handling heavy administration is essential. Please note that candidates without this specific experience will not be considered for the role
Key Responsibilities:
Scheduling & Coordination
- Schedule and allocate engineers for planned maintenance, reactive service calls, and remedial works.
- Prioritise jobs based on SLA, customer needs, and engineer availability.
- Monitor engineers’ daily progress and adjust schedules as needed.
- Liaise with customers to confirm appointments, access requirements, and completion of works.
Administration & Documentation
- Log service calls, maintenance visits, and engineer reports into the service management system.
- Ensure all job sheets, certificates, and documentation are received, checked, and filed correctly.
- Raise and manage purchase orders.
- Maintain up-to-date records of maintenance contracts and customer assets.
Customer Service
- Act as the first point of contact for service-related queries and updates.
- Handle customer complaints or escalations professionally and efficiently.
- Ensure clear and timely communication with clients regarding service schedules, delays, and outcomes.
Team Support
- Support service engineers with job information, parts ordering, and technical documentation.
- Liaise with suppliers for parts availability and lead times.
- Collaborate with the installation and sales teams to coordinate project handovers and service contracts.
Key Skills & Attributes:
- Strong organisational and multitasking abilities.
- Excellent communication and customer service skills.
- Proficient in-service management or scheduling software.
- Competent in Microsoft Office (Word, Excel, Outlook).
- Attention to detail and ability to work under pressure.
- Team player with a proactive approach to problem-solving.
Qualifications & Experience:
- Previous experience in a Service Coordinator, Scheduler, or Administrator role (preferably in Fire & Security or similar engineering service industry).
- Understanding of service level agreements (SLAs) and maintenance contracts.
- Familiarity with industry regulations and standards (not compulsory).
Performance Indicators (KPIs):
- % of jobs completed within SLA
- Customer satisfaction / feedback scores
- Engineer utilisation and first-time fix rates
- Accuracy of documentation and reporting
Salary & Benefits:
- Competitive salary (depending on experience)
- 20 days annual leave + bank holidays
- Pension scheme (after probation)
- Training and development opportunities