Facilities Helpdesk Operative

Mitie; Newcastle upon Tyne; On-site; GBP 20,000 - 25,000; Full time

Job summary

Mitie is hiring a Facilities Helpdesk Operative in Newcastle upon Tyne. The role focuses on operating the Helpdesk, logging requests, and coordinating Mitie staff and the Trust to deliver timely, customer-oriented service.

You will be the first point of contact for Helpdesk users, handling calls, inputting requests, and supporting incident procedures while performing general administration and reception duties as shifts require.

Qualifications

• Experience in helpdesk or customer service.
• Excellent customer service with a high standard of customer awareness.
• Strong keyboard skills and a confident telephone manner.
• Ability to assess, prioritise and organise workload.
• 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

Customer service

Telephone manner

Prioritisation

Workload management

Teamwork

Job description

ROLE: Facilities Helpdesk OperativeHOURS: 40 hours LOCATION: New Castle upon Tyne

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Facilities Helpdesk Operative who will effectively operate the Helpdesk and associated communication systems, delivering a professional, efficient and customer-orientated service whilst logging service requests and communicating requirements to Mitie staff and the Trust.

Role 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.

Required Qualifications:

Applicants must meet the below defined requirements for the role.

• 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.

What's in it for you?

• Opportunity to work within a professional facilities management environment.
• Develop your customer service, communication and administration skills.
• Join a supportive team committed to delivering excellent service and operational excellence.