Job Description

HF Group is one of the UK's leading multi-discipline building services contractors, delivering high-quality solutions across Electrical, Mechanical, Fire & Security, Telecommunications, and Automated Controls. With a legacy spanning over 3 centuries and a family culture, we consider all of our employees as part of the family and invaluable assets to our ongoing business.
Our head office is in Glasgow with offices in Edinburgh, Aberdeen, Manchester, and Belfast, providing services to clients across both public and private sectors throughout the UK.
As part of our continued growth, we are seeking an experienced Service Desk Co-ordinator for our Manchester office, who will report to the Facilities Maintenance Helpdesk Manager. You will play a pivotal role in ensuring a smooth, effective co-ordination of our mobile Service Engineers' schedules, while managing all on-site service concerns reported by clients.
The successful candidate will be responsible for but not limited to:

• Act as the first point of contact for service desk escalations and complex issues.
• Log, monitor, and manage service requests and incidents through the helpdesk system.
• Prioritise and allocate tasks to engineers, ensuring optimal resource planning.
• Monitor service desk performance, ensuring SLAs and KPIs are met.
• Maintain strong communication with clients, providing updates on service requests.
• Escalate unresolved issues to the appropriate technical teams or management.
• Produce service desk performance reports for management review.
• Support continual improvement initiatives within the service desk.
• Provide guidance and support to service desk staff, ensuring consistency in processes.
• Ensure compliance with company policies, procedures, and industry standards.

About you:
Key Skills, Qualifications and Experience Required:

• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to manage competing priorities and work under pressure.
• Problem-solving skills with a customer-focused approach.
• Competent in Microsoft Office and service management software.
• Previous experience in a service desk/helpdesk environment.

In Return We Offer:

• Competitive Salary
• 32 Days Holiday (inclusive of bank holidays)
• Pension Scheme
• Death in Service Scheme
• Private Medical Care
• Critical Illness Care
• Ongoing training and development
• Supportive team culture with room to grow

Additional Information:
Applications close on Friday, 13th February 2026, if you have not heard from us within 4 weeks of the closing date, please assume your application has been unsuccessful on this occasion.
HF Group is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.
Please click the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Service Desk Support Executive, Service Desk Consultant, Support Consultant, Customer Support, Customer Service Advisor, Client Services, Desk Support, Customer Service Executive, Facilities Maintenance Service Desk, Helpdesk Officer, may also be considered for this role.
How can we help?
If you have any questions and you would rather chat to a member of our team please email or call us about this role.
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