Helpdesk Coordinator

Mitie Cleaning & Hygiene Services; Swindon; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choices lifestyle benefits

MiDeals discounts

Cycle-to-work

Life cover

Enhanced pension contributions

Share Plan

Job summary

Mitie is looking for a full-time Helpdesk Coordinator to join our team at Swindon, supporting the GWR contract at Milford House. You will be the first point of contact for customers, logging requests, scheduling works and ensuring service levels are met in a fast-paced environment.

Ideal candidates will have experience in a helpdesk or facilities management role, strong IT skills and a calm, organised approach.

Qualifications

• Experience in a customer service, helpdesk, or facilities management role.
• Confident communicator with strong organisational skills.
• Proficiency in Microsoft Office; Excel is essential.

Responsibilities

• Respond to helpdesk calls, emails and AI-driven requests.
• Log jobs accurately into the CAFM system.
• Schedule engineers and subcontractors to attend required works.
• Monitor job progress and performance against SLAs.
• Maintain accurate helpdesk data and inputs from relevant systems.
• Raise purchase orders for labour and materials when required.
• Process goods receipt invoices to support prompt payment to suppliers.
• Collaborate with engineers, subcontractors and stakeholders to support the contract.

Skills

Customer service

Helpdesk

Organisational skills

Excel

Communications

Tools

CAFM system

Job description

About The Role

We are looking for a full-time Helpdesk Coordinator to join our team based at Great Western Railway's offices in Milford House, Swindon.

Better places, thriving communities.

Helpdesk Coordinator

About The Role

We are looking for a full-time Helpdesk Coordinator to join our team based at Great Western Railway's offices in Milford House, Swindon. This is a busy and rewarding role where you will play a key part in supporting the delivery of technical services across the GWR contract. As one of the first points of contact for customers, you’ll help ensure work requests are managed efficiently, accurately and professionally. The role involves coordinating service requests, scheduling works, monitoring performance, maintaining system records, and supporting engineers, subcontractors and stakeholders. You’ll work closely with colleagues across the contract to help ensure services are delivered safely, effectively and in line with agreed service levels. We’re looking for someone who enjoys solving problems, keeping organised and working in a fast-paced environment where no two days are the same.

• Respond to helpdesk calls, emails and AI-driven requests.
• Log jobs accurately into the CAFM system.
• Schedule engineers and subcontractors to attend required works.
• Monitor job progress and performance against agreed service level agreements.
• Maintain accurate helpdesk data, ensuring timely input, updates and outputs from relevant systems.
• Raise purchase orders for labour and materials when required.
• Process goods receipt invoices to support prompt payment to suppliers.
• Work collaboratively with colleagues, engineers, subcontractors and stakeholders to support the smooth running of the contract.

Key Responsibilities

As a Helpdesk Coordinator, you’ll manage incoming requests through various channels, ensuring work is logged and processed accurately within our CAFM system. You’ll coordinate engineers and subcontractors, monitor job progress, and help ensure service level agreements are achieved. The role also includes maintaining accurate records, raising purchase orders, processing goods receipt invoices, and providing administrative support to the wider contract team. A key part of the position is building positive working relationships with customers, operational teams and suppliers to ensure issues are resolved efficiently and service standards remain high.

What We’re Looking For

You will have previous experience in a customer service, helpdesk, facilities management or other fast-paced operational environment. You should be a confident communicator with strong organisational skills and a good working knowledge of Microsoft Office applications, particularly Excel. Experience of using CAFM systems would be beneficial, although training can be provided. We’re looking for someone who can manage competing priorities, maintain attention to detail, and remain calm under pressure. A practical approach to problem-solving and a commitment to delivering excellent customer service are essential.

Working With Us

You will join an established and supportive team that works closely together to deliver excellent service across the GWR contract. The role offers the opportunity to develop your skills, gain experience across a diverse operational environment, and contribute directly to the success of the contract.

Flexible Working

An agreed level of flexible working may be available, subject to operational requirements and maintaining an appropriate presence on site. Arrangements will be discussed and agreed with the Helpdesk Manager.

Our market-leading offering provides you with benefits that suit your lifestyle.

• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Jessica Mercel at [e-mail].

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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