Helpdesk Operator

Mitie Group plc.; Lurgan; On-site; GBP 36,093,000 - 38,573,000; Full time

Job summary

Mitie Group plc. is seeking a Helpdesk Operator to join our office-based team in Lurgan. The role covers handling customer orders, enquiries, calls, and maintaining records with professional email etiquette.

You will coordinate with scheduling, ensure accurate data in systems like Maximo or C4W, and support performance targets and SLA compliance, with a focus on attention to detail and customer satisfaction.

Qualifications

• At least 1 year of customer service in a customer-facing role.
• Successful PSNI check and BS5979/BS7858 screening as per industry standard.

Responsibilities

• Handle and process customer orders, enquiries and communications.
• Answer incoming calls professionally and maintain customer records with email etiquette.
• Load reactive works on systems with correct SLAs and track call-outs.
• Liaise with scheduling to allocate P1/P2 tasks and ensure proper regional handling.
• Update portals and emails with job numbers and relevant details.
• Coordinate between internal teams to resolve customer issues and drive SLA performance.
• Assist scheduling to meet performance targets and communicate updates to customers.

Skills

Customer service

Communication

Multitasking

Data entry

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/schedulersEnsure 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.