Facilities Helpdesk Operator - Elevate Customer Service

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

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.