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Help Desk Coordinator – Reactive Maintenance
South Africa (Remote) | Full-Time | Permanent | Facilities Management
Placed by Hotsourced – connecting top South African talent with world-class global companies
We’re hiring on behalf of a fast-growing, service-driven organisation that specialises in delivering seamless reactive maintenance solutions across a diverse client base. With a strong operational backbone and a commitment to responsiveness, the company supports a wide network of skilled engineers across multiple trades.
This is a fantastic opportunity for a highly organised and proactive coordinator to play a key role in ensuring efficient service delivery. You’ll be at the centre of operations—managing schedules, coordinating workflows, and delivering a high-quality customer experience in a fast-paced environment.
Company Overview / About Us
Our client is a rapidly expanding organisation focused on providing end-to-end reactive maintenance services. Working with a network of electricians, plumbers, gas engineers, and handymen, they ensure timely and reliable service delivery across a wide range of client needs.
They pride themselves on operational excellence, strong communication, and a customer-first approach. Their collaborative and dynamic culture offers opportunities for growth and skill development within a supportive environment.
Job Summary / Role Overview
As a Help Desk Coordinator, you will be responsible for managing scheduling and coordination across reactive maintenance operations. You will act as the central point of communication between clients, engineers, and internal teams to ensure jobs are completed efficiently and on time.
This role requires strong multitasking abilities, excellent communication skills, and a proactive approach to problem-solving in a high-volume environment.
Key Responsibilities
- Manage inbound and outbound calls with clients and residents
- Schedule and coordinate diaries for engineers across multiple trades
- Handle and prioritise reactive maintenance jobs efficiently
- Ensure jobs are tracked, updated, and closed on a daily basis
- Coordinate with internal teams to ensure timely task completion
- Monitor supply chain activities and adjust schedules accordingly
- Order materials required for job completion
- Maintain clear communication with clients throughout job progress
- Manage emails, invoicing, and quoting for maintenance work
- Identify scheduling bottlenecks and recommend process improvements
- Generate reports on scheduling performance and KPIs
- Collaborate with stakeholders to optimise operational workflows
What We’re Looking For (Required Qualifications)
- Proven experience in scheduling or coordination in a fast-paced environment
- Experience in trades, maintenance, or hospitality industries preferred
- Strong understanding of reactive operations and handling escalations
- Excellent customer service and communication skills
- Ability to manage multiple systems and workflows simultaneously
- High level of organisation and attention to detail
- Strong analytical and problem-solving skills
- Proficiency in written and spoken English (minimum 4/5 level)
- Ability to handle high-volume workloads efficiently
Nice to Have (Preferred Skills)
- Experience working in medium to large organisations
- Familiarity with scheduling and CRM tools such as:
- BigChange (scheduling software)
- Freshdesk (CRM)
- FixFlow (supply chain management)
- Experience working with client-side systems
- Data-driven decision-making and forecasting experience
Work Schedule
- UK Time: Monday to Friday, 08:00 – 17:00 (GMT)
- South Africa Time (Local): Monday to Friday, 10:00 – 19:00 (SAST)
What We Offer (Benefits)
- Competitive monthly salary of R17,000
- Full training and ongoing support
- Opportunity to work in a fast-paced, growth-oriented environment
- Exposure to international operations and systems
- Collaborative and supportive team culture
- Career development and skill-building opportunities