Service Coordinator (Helpdesk) - Nights
| Posting date: | 09 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 April 2026 |
| Location: | Stoke, Staffordshire |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 152730 |
Summary
Helpdesk Service Coordinator (Nights)
Contract: Key Account Network
Location: Stoke-on-Trent, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Night Helpdesk Service Coordinator to manage urgent client calls and emails received during out-of-hours working times.
You will be responsible for logging requests accurately, triaging issues and dispatching work orders swiftly and appropriately in line with contractual processes.
Job Description
We are looking for someone who can work independently as the main point of contact for customers experiencing urgent issues across their buildings or sites.
This role requires excellent judgement, strong communication skills and the ability to manage work orders until completion or handover to the day-shift team.
Key Responsibilities
Receive, log and process urgent out-of-hours client calls and emails.
Triage requests and dispatch work orders in line with contractual requirements.
Manage work orders through to completion or handover to the day-shift staff.
Act as the primary point of contact for customers experiencing urgent site issues.
Maintain accurate system updates and records throughout the lifecycle of each request.
Escalate issues to line management when required.
Work independently while following established processes and procedures.
Provide a clear, professional and customer-focused helpdesk service during night hours.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, contact centre or administrative role.
Strong call-handling ability, particularly in high-priority situations.
Proficient in Microsoft Office programmes.
Excellent communication skills.
Experience of working effectively within a team structure.
Strong organisational and planning skills.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant #Bepartofsomethingbigger
#aplacetobeyou #facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Contract: Key Account Network
Location: Stoke-on-Trent, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Night Helpdesk Service Coordinator to manage urgent client calls and emails received during out-of-hours working times.
You will be responsible for logging requests accurately, triaging issues and dispatching work orders swiftly and appropriately in line with contractual processes.
Job Description
We are looking for someone who can work independently as the main point of contact for customers experiencing urgent issues across their buildings or sites.
This role requires excellent judgement, strong communication skills and the ability to manage work orders until completion or handover to the day-shift team.
Key Responsibilities
Receive, log and process urgent out-of-hours client calls and emails.
Triage requests and dispatch work orders in line with contractual requirements.
Manage work orders through to completion or handover to the day-shift staff.
Act as the primary point of contact for customers experiencing urgent site issues.
Maintain accurate system updates and records throughout the lifecycle of each request.
Escalate issues to line management when required.
Work independently while following established processes and procedures.
Provide a clear, professional and customer-focused helpdesk service during night hours.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, contact centre or administrative role.
Strong call-handling ability, particularly in high-priority situations.
Proficient in Microsoft Office programmes.
Excellent communication skills.
Experience of working effectively within a team structure.
Strong organisational and planning skills.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant #Bepartofsomethingbigger
#aplacetobeyou #facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.