Andy File Associates Limited are working as a recruitment business on behalf of our client with regards this position starting on a 3 months FTC initially.
Our Facilities Management client is looking for a Helpdesk Scheduler / Planner to join them at their Head office in Sheffield. This role will start on an initial 3 months fixed term contract basis.
The ideal candidate will have a Helpdesk Planner, Scheduler, or Facilities Management coordination role background.
Working Hours: 9.00am - 5,00pm Monday to Friday
Reporting to FM Business Support Manager
Job Description
- The Helpdesk Planner / Scheduler plays a key role in the coordination, scheduling, and administration of reactive and planned maintenance activities, ensuring efficient deployment of resources, high service delivery standards, accurate & timely system utilisation and excellent customer communication.
- Operate as the first point of contact for client service requests, managing incoming calls, emails, and system-generated requests in a professional and customer-focused manner.
- Log, raise, prioritise, and manage work orders through the CAFM system, ensuring accurate data capture and compliance with Service Level Agreements (SLAs).
- Plan, schedule, and coordinate reactive, planned, and preventative maintenance (PPM) tasks for engineers and subcontractors, optimising workloads, travel time, and resource allocation.
- Liaise with customers sites points of contact to agree timings and update PPM schedules to reflect agreed date and/or any changes to the original schedule.
- Monitor job progress and proactively re-plan schedules to manage emergencies, changing priorities, and operational challenges.
- Dispatch and allocate work to technicians via CAFM systems and telephone communication, ensuring clarity of job requirements and access arrangements.
- Track and manage job statuses, updating CAFM systems with real-time progress, completion notes, and subcontractor updates.
- Collate, produce, and distribute client reports generated from subcontractor results and CAFM data.
- Produce quotations, purchase orders, and invoices, supporting the commercial and operational functions of the business.
- Support accounts administration, including processing supplier invoices and reconciling timesheets to ensure accurate labour allocation.
- Process engineer timesheets through CAFM systems, ensuring correct job costing and payroll accuracy.
- Dispatch compliance certificates, inspection documentation, and O&M manuals to clients and internal stakeholders.
- Maintain accurate site data, asset registers, addresses, and contact records within CAFM and internal systems.
- Liaise closely with engineers, subcontractors, management teams, clients, and suppliers to ensure effective communication and service delivery.
- Arrange travel and accommodation for engineers, subcontractors, and management staff as required.
- Prepare Compliance Certification & Documentation for internal audits and ISO compliance, ensuring processes meet regulatory and quality standards.
- Support Health & Safety compliance by liaising with internal forums, HR, and Learning & Development teams.
- Organise, manage, and store both digital and physical documentation in line with company policies and data protection regulations.
Personal Specification
- Previous experience in a Helpdesk, Planner, Scheduler, or Facilities Management coordination role is desirable.
- Background in Facilities Management, Building Services, Engineering, or Construction advantageous.
- Strong IT literacy, including Microsoft Office (Word, Excel, Outlook, PowerPoint) and CAFM systems such as Joblogic, Maximo, Easybuild, or similar.
- Experience in work order management, scheduling, and resource planning.
- Familiarity with SLAs, KPIs, PPM scheduling, and compliance requirements.
- Strong organisational and multitasking skills, with the ability to prioritise workloads in a fast-paced environment.
- Excellent attention to detail and commitment to accuracy.
- Strong written and verbal communication skills with a confident telephone manner.
- Proactive, adaptable, and capable of working independently using own initiative.
- Strong customer service ethos with the ability to build effective working relationships.
- Ability to remain calm under pressure and manage high volumes of reactive requests.
Key Performance Indicators
Helpdesk Performance & SLA Compliance – Accurate logging, prioritisation, scheduling, and completion of work orders within agreed SLAs.
Planning & Resource Efficiency – Effective allocation of engineers and subcontractors to optimise productivity and reduce downtime.
Customer Satisfaction – Delivering consistently high standards of communication, responsiveness, and service quality.
System Accuracy & Reporting – Maintaining accurate CAFM records, compliance documentation, and operational reporting.
Continuous Improvement – Actively contributing to service improvement, efficiency gains, and best practice development.
Teamwork & Communication – Demonstrating effective collaboration across departments and contributing positively to team objectives.
Benefits
- Holiday Entitlement 33 days, including Bank Holidays pro-rata. All employees are eligible for a long service accrual of 1 day per 5 years of service, up to a maximum of 5 days.
- Bupa Private Healthcare and Cash Plan; available upon successful completion of your probation period, you will have the choice to be opted into their company healthcare scheme.
- Zurich Life Insurance Cover.
- Training- you will receive ongoing core competency training in your respective field of work.