Helpdesk Operator: SLA & Scheduling Specialist

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

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