Facilities Helpdesk Coordinator

Job Introduction

We are looking for a proactive and organised Facilities Helpdesk Coordinator to join our Rapport team in Euston, supporting a leading charitable foundation dedicated to advancing research and discoveries in health and life sciences.

Working closely with the client’s teams, contractors and our Rapport Ambassadors, you will play a key role in keeping the workplace running smoothly. From managing facilities requests to resolving issues and maintaining clear communication, you will help deliver an efficient, professional and welcoming service every day. 

If you have experience using CAFM systems, enjoy solving problems and take pride in getting the details right, we’d love to hear from you.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday, shift rota basis between 8 AM and 6 PM)

Salary: £34,500 per annum

What will you get?

• Financial freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!
• Secure your future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Health matters: Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
• Thrive personally & professionally: Unlock endless learning and development opportunities to elevate your career!
• Celebrate excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
• Give back to community: Take one paid day off annually to support a cause you’re passionate about!

Main responsibilities

• Coordinate the facilities helpdesk, working alongside the Service Desk Team Leader to manage incoming requests, log jobs accurately, monitor progress and ensure issues are actioned and resolved promptly.
• Build strong relationships with clients and building users, providing a warm, professional and proactive service, keeping people informed of progress and escalating issues when needed.
• Liaise with contractors and service providers to arrange works, follow up on outstanding jobs and help ensure facilities issues are resolved efficiently.
• Monitor helpdesk performance and reporting, preparing weekly reports on activity, outstanding requests and service trends to support effective service delivery.
• Support the smooth running of workplace services, coordinating meeting room bookings and catering arrangements to ensure meetings are well organised.
• Work collaboratively with the Rapport Ambassadors and internal teams to improve processes, share information and identify opportunities to enhance the service.
• Support team development and service continuity, helping train new colleagues and providing refresher training to the reception team to support seamless holiday cover.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brillant, Innovative Spirit, Walk Tall, Stronger Together.
• Have previous facilities or service desk experience and is confident using CAFM systems to log, track and manage requests effectively.
• Communicate clearly and professionally, building positive relationships with clients, colleagues and contractors at all levels.
• Bring a can-do attitude, take ownership of tasks and look for practical solutions rather than waiting for problems to resolve themselves.
• Be organised and detail-oriented, keeping records accurate, following up on outstanding requests and ensuring nothing slips through the cracks.
• Is confident using Microsoft Excel and working with data to maintain accurate records and produce clear, reliable reports.
• Thrive in a fast-paced environment, adapt to changing priorities and contribute to a supportive, positive team atmosphere.

About us

Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive. We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us at www.rapportservice.com.

Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.

To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.