Helpdesk Operator
| Posting date: | 12 November 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 December 2025 |
| Location: | BT66 6SY |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 85978 |
Summary
Job Title: Helpdesk Operator
Pay Rate: £12.60 p/h
Shift Pattern: Monday-Friday 9am-5pm (40 hours per week, full time)
Job Description:
Answering all incoming calls with a professional manner
Updating all customers with professional email etiquette
Processing and maintaining customer records
Reviewing all Reactive, Preventive maintenance services on C4W inline with 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
Deal directly with Third Party providers for Security and Fire systems
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
-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.
Pay Rate: £12.60 p/h
Shift Pattern: Monday-Friday 9am-5pm (40 hours per week, full time)
Job Description:
Answering all incoming calls with a professional manner
Updating all customers with professional email etiquette
Processing and maintaining customer records
Reviewing all Reactive, Preventive maintenance services on C4W inline with 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
Deal directly with Third Party providers for Security and Fire systems
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
-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.