Northumbria Healthcare NHS Foundation Trust

Helpdesk Technical Co-Ordinator

The closing date is 08 March 2026

Job summary

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers. Including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain.

The post holder will be responsible for coordinating resources, managing schedules, and ensuring that all tasks are completed on time and within the agreed SLA's.

The post holder will act as point of contact for CAFM related queries, provide system support, and be involved in reporting, data analysis, and system development.

Main duties of the job

Proactively flag operational work allocation changes to the necessary channels.

Maintain accurate records of work orders, schedules, and completed tasks in the facilities management system.

Assessing the urgency and impact of each issue and assigning appropriate priority levels based on safety, business impact, and customer expectations.

Categorising requests, assigning them to the relevant technical teams or contractors, and ensuring the correct skillset is allocated to the task

Ensure all self-delivered Planned Preventative Maintenance (PPMs) are entered and scheduled correctly in the CAFM system.

About us

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.

Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our websitewww.nhfm.co.ukfor more information about who we are and benefits of working for us.

Date posted

25 February 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year pro rata per annum

Contract

Permanent

Working pattern

Full-time

Reference number

319-7809288SC

Job locations

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Job description

Job responsibilities

Responsible for assisting in the management of external maintenance contracts ensuring all contract paperwork is filed and the CAFM and asset register are updated with specific information.

Ensure all tasks are completed within the required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Running of daily service reports to support service delivery performance e.g. chase activities based on jobs SLA performance.

Administering the CAFM system, including additions, deletions, and modifications.

Contributing to the development and improvement of the CAFM system, including system upgrades and enhancements.

Developing and maintain a technical guide to the CAFM system.

Work flexibly to cover all administrative areas as requested by your line manager including colleagues or periods of absence where appropriate and within the scope of capabilities

Job description

Job responsibilities

Responsible for assisting in the management of external maintenance contracts ensuring all contract paperwork is filed and the CAFM and asset register are updated with specific information.

Ensure all tasks are completed within the required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Running of daily service reports to support service delivery performance e.g. chase activities based on jobs SLA performance.

Administering the CAFM system, including additions, deletions, and modifications.

Contributing to the development and improvement of the CAFM system, including system upgrades and enhancements.

Developing and maintain a technical guide to the CAFM system.

Work flexibly to cover all administrative areas as requested by your line manager including colleagues or periods of absence where appropriate and within the scope of capabilities

Person Specification

Qualifications

Essential

Education to A-Level or can demonstrate extensive knowledge in Mechanical & Electrical Building Services.

Experience

Essential

Proven experience in a coordination or scheduling role, preferably within the facilities management industry.
Knowledge of key MS Office applications - Outlook, Word, Excel, PowerPoint.
Knowledge of working with CAFM/IWMS or CRM systems.

Desirable

Experience with Personal Digital Assistant (PDA's) systems.
An understanding of Health Technical Memorandums (HTMs) and any Statutory and Technical requirements for the operation and maintenance of plant and engineering services would be desirable.
Knowledge of or experience in coaching and mentoring practices and tools
Knowledge of or experience in Quality improvement tools, techniques and methods.

Person Specification

Qualifications

Essential

Education to A-Level or can demonstrate extensive knowledge in Mechanical & Electrical Building Services.

Experience

Essential

Proven experience in a coordination or scheduling role, preferably within the facilities management industry.
Knowledge of key MS Office applications - Outlook, Word, Excel, PowerPoint.
Knowledge of working with CAFM/IWMS or CRM systems.

Desirable

Experience with Personal Digital Assistant (PDA's) systems.
An understanding of Health Technical Memorandums (HTMs) and any Statutory and Technical requirements for the operation and maintenance of plant and engineering services would be desirable.
Knowledge of or experience in coaching and mentoring practices and tools
Knowledge of or experience in Quality improvement tools, techniques and methods.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)