Helpdesk Operator - Planner

Mitie Group plc.; Craigavon; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Friendly and supportive team

Training, career development & up‑

Overtime opportunities

On-line GP services

Share options

Discounts across thousands of Retailer

Free on-site parking

Job summary

Mitie Group plc. is seeking a proactive Service Coordination Assistant in the United Kingdom to support Fire and Security Engineers and Regional Service Managers.

You will handle emails and calls, manage workload scheduling up to 30 days in advance, and ensure customer queries are resolved efficiently. Working as part of a large team, you will input data and maintain customer records, ensuring all callouts have accurate information in the system.

Qualifications

• Experience handling emails and calls.
• Ability to schedule engineer workload up to 30 days in advance.
• Familiarity with service levels (SLAs).
• Data input and records maintenance.
• Working as part of a large team.
• Attention to detail in call logging and records.

Responsibilities

• Communicating with Fire and Security Engineers and Regional service Managers.
• Emails and call handling.
• Scheduling Engineer workload up to 30 days in advance.
• Meeting Service Levels (SLAs).
• Following management instructions.
• Coordinating with Helpdesks to resolve customer queries.
• Data inputting and maintaining customer records.
• Working as part of a large team.
• Ensuring all call outs have correct information in the system.

Skills

Customer service

Communication

Data entry

Scheduling

Teamwork

Job description

Shift Pattern: Monday-Friday, 9am-5pm

Pay Rate: £13.45 p/h

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
• Free on-site parking

Job Description:

• Communicating with Fire and Security Engineers / Regional service Managers
• Emails & Call handling
• Over seeing & Scheduling Engineer workload up to 30 days in advance via Cash and IFS
• Meeting Service Levels (SLAs)
• Following management instructions
• Communicating with Multiple Helpdesks to ensure we are delivery customer service & to resolve any customer queries
• Data Inputting
• Working as part of a large team
• Processing and maintaining customer records
• 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