Facilities Helpdesk Agent: Service Desk & Admin

Mitie Group plc.; Newcastle upon Tyne; On-site; GBP 18,000 - 24,000; Full time

Job summary

Mitie Group plc. is seeking a Facilities Helpdesk Operative to deliver a professional, efficient, and customer‑oriented service while logging service requests and communicating requirements to Mitie staff.

Based at the Newcastle area, you will be the first point of contact, manage requests, monitor tickets, respond to alarms, and support Major Incident procedures alongside estate staff.

Qualifications

• Previous helpdesk or customer service experience.
• Excellent customer service skills with a high standard of customer awareness.
• Strong keyboard skills and a confident telephone manner.
• Ability to assess, prioritise and organise workload effectively.
• Able to work independently, as part of a team and under pressure.

Responsibilities

• Be the first point of telephone contact for Trust Helpdesk users and Mitie employees.
• Answer, log, input and allocate service requests accurately and in a timely manner, directing the appropriate personnel to undertake tasks.
• Monitor and update all service desk requests, taking appropriate action to prevent non-compliant incidents in line with policies and procedures.
• Respond to BMS alarms, report system and equipment faults, and support Major Incident procedures.
• Carry out general administration duties, reception cover and monitor the movement of estates staff during shifts.

Skills

Helpdesk experience

Customer service

Telephone manner

Time management

Teamwork under pressure

Job description

Mitie Group plc. is seeking a Facilities Helpdesk Operative to deliver a professional, efficient, and customer‑oriented service while logging service requests and communicating requirements to Mitie staff.

Based at the Newcastle area, you will be the first point of contact, manage requests, monitor tickets, respond to alarms, and support Major Incident procedures alongside estate staff.