Helpdesk Operator

Mitie; Armagh; On-site; GBP 18,000 - 19,000; Full time

Benefits offered by this job

Flexible benefits Choices platform

MiDeals discounts

Cycle-to-work scheme

Life cover benefit

Salary Finance

Job summary

Mitie is seeking an Office-based Helpdesk Operator in the Craigavon area to handle customer orders, respond to inquiries, and maintain records. The role operates Monday to Friday, 9 AM–5 PM, in an office setting at Mitec, Lurgan.

The successful candidate will manage calls, emails, and scheduling with a focus on precise documentation and adherence to SLAs. The position requires at least one year of customer service experience, a 5-year checkable history, and passing a PSNI check per

Qualifications

• A minimum of one year's customer service experience in a customer-facing role is required.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Responsibilities

• Handling and processing of customer orders, enquiries and all communications
• Answering all incoming calls with a professional manner
• Updating all customers with professional email etiquette
• Processing and maintaining customer records
• Loading all reactive works on C4W with correct SLA's
• Prioritising with good attention to detail all call outs received regarding SLA's
• Ensuring all call outs logged have correct information within C4W - purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required
• Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
• Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
• Liaising between internal departments to resolve any customer issues
• Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system
• Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
• Ensure that all procedures in place within the BMS are followed
• Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
• Assist with scheduling team updates to customers
• Excellent attention to detail
• Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
• Carry out any other duties as requested by Management

Skills

Customer service

Attention to detail

Job description

Job Title: Helpdesk Operator

Shift Pattern: Monday - Friday 9AM - 5PM

Hourly Pay Rate: £13.45

Location: Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

This role is an office based role.

Job Description

• Handling and processing of customer orders, enquiries and all communications
• Answering all incoming calls with a professional manner
• Updating all customers with professional email etiquette
• Processing and maintaining customer records
• Loading all reactive works on C4W with correct SLA's
• Prioritising with good attention to detail all call outs received regarding SLA's
• Ensuring all call outs logged have correct information within C4W - ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required
• Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
• Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
• Liaising between internal departments to resolve any customer issues
• Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system
• Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
• Ensure that all procedures in place within the BMS are followed
• Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
• Assist with scheduling team updates to customers
• Excellent attention to detail
• Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
• Carry out any other duties as requested by Management

Essential

• A minimum of one year's customer service experience in a customer-facing role is required.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

• We will consider flexible working requests from day one of employment.
• Our market-leading flexible benefits scheme 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 benefits platform, Choices.
• This gives you the chance to customise your benefits to best suit your lifestyle.
• You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
• 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 is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants.
• We also offer 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!
• Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
• 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 at .
• 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.