Helpdesk Coordinator

iQ is one of the UK's biggest providers of student accommodation, committed to giving our 37,000 students in 86 sites across 29 UK cities their best year yet.

Our London and Manchester based support teams are the cog that keeps the iQ wheels turning, providing our brilliant site teams with everything they need to deliver a fantastic student experience every day.

iQers are a pretty special bunch. Our team is bursting with independent thinkers and problem solvers, who join us to explore what's possible and build a career as part of a diverse, fun and supportive team. If you have people skills, personality and potential then you have all the makings of a great iQer.

Key responsibilities

We are looking for a Helpdesk Coordinator. As part of this role, you will be an essential first point of contact for Estates & Facilities management issues, responsible for collating, logging and allocation of tasks for contractors to resolve, as well as the first point of escalation for our nationwide Operational Managers. 

You will be in direct communication with contractors and internal teams to ensure the end-to-end job processes have been completed and proactively chase outstanding tasks to a satisfactory resolution. 

• Act as a point of escalation for the portfolio and bring any complaints to a satisfactory resolution.  

• Assist with the training of team members as and when required.   

• Actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Process.  

• Ensure a one team approach, supporting your fellow iQer’s by taking calls, working in the order system and assisting with emails.   

• Assist the Cost, Data and Helpdesk Manager in producing monthly MI reporting and act as a point of contact with Operational Managers, the rest of the Estates function and the senior leadership team to provide information relating to costs and works progress  
  
  
• Provide cover for the Cost, Data and Helpdesk Manager as and when required.   
  
  
• Following processes to make sure that instructions are adhered to. 
  
  
• Triaging incoming work requests & ensuring that service level agreements are maintained.
  
  
• Raising jobs onto the Planon Computer Aided Facilities Management (CAFM) system and speaking directly with contractors to arrange attendance   

Skills and Experience:

• Understanding and management of Maintenance Management Systems 
  
  
• You’ll be confident, self-motivated with a ‘can-do’ attitude. You’ll have exceptional communication skills using different styles to deliver clear messages at all levels. You’ll find it easy to adapt to change quickly and to the ever-changing priorities
   
• Provide clear communication and updates to internal teams and suppliers 

• Prioritise tasks based on urgency and impact. 

• Ability to work well in a team.  

• Attention to detail and the ability to solve problems with a positive attitude, using product and service knowledge to address issues and escalate when necessary. 

• Demonstrate the ability to work collaboratively and follow processes.  

• Confident working with multiple in-house IT systems.  

• Work collaboratively with suppliers to ensure service targets are met. 

• Experience working within a team within a customer focused building services environment

Want to know what it’s really like to work at iQ? Check us out on Glassdoor and hear directly from our people.

We operate a hybrid working model with 3 days in the office and 2 days working from home / site location.

Ready to feel like you've got the best job ever? Apply today and find out what it's really like to work at iQ!