Service Contract Support
| Posting date: | 27 February 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 29 March 2026 |
| Location: | E20 1JN |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 91402 |
Summary
Job objectives and responsibilities
· To support the Service Desk team
· To support Help Desk Manager, TSM and FM's, undertaking tasks as required within role competencies
Main duties
· General duties to include the support and ownership towards :-
· Act as the first line of contact for all service desk calls and emails, delivery excellent customer service
· Log, raise, prioritise and schedule reactive, remedial work orders in the CAFM system
· Generate and issue PPM works orders in line with SFG20 and contractual requirements
· Liaise with subcontractors regarding reactive/ quoted works agree attendance, and monitor delivery against
client SLAs
· Coordinate site engineers with TSM and FM'S, agree attendance and monitor against SLA's
· Maintain and update asset data, status and condition within the CAFM system
· Close jobs down in Maximo/Evolution and attach documents where necessary
· Raise Purchase Orders as required
· Approve To Pay purchase orders on a periodic basis throughout the week
· Assist in the end of year supplier renewal quotes and the raising of PO's as necessary
· General administration
· Adhoc reports required by the contract management
· Assisting with producing necessary documentation for audits and filing/archiving when required.
· Performance (trackers) updates/Reports when required.
· Assist with Month End responsibilities as directed - journals, invoicing, accruals, WIP & MI reporting.
· To ensure the company Health and Safety policy is adhered to.
· To ensure compliance with the Business Quality Management Systems as it applies to this position. Excel Challenge Inspire
• at service delivery, we must be the best at everything
• We always ask ourselves, why do I do it this way? How can I do this better? What else can I do?
• Have fun and be passionate about what you do
· To understand and complete all work related documentation accurately and on time for the Client and Site Management Team · Maintain good communications with the client and internal teams at all times. · To undertake additional duties in line with capabilities as required. · To attend Team Briefs with all to ensure cascading of company information/policy and discussing contract performance. · Ensure that all training is attended and completed in line with company and individual requirements. · Ensure that a good understanding of the contract is achieved and that time is made available to get familiar with documentation and manuals required to fulfil the role. · To ensure that all documentation relating to the administration are uploaded and attached to all Work Orders in Maximo/central files; to provide record keeping and visibility to the Client, Operations Teams and Management Teams. · Administer filing for purchase orders, WIP, Quotations.
Desirable
· Previous experience in Building Services/Facilities Management in a Help Desk/Co-ordinator role.
· Previous experience of working with Maximo, Evolution and Coupa beneficial.
· Familiarity with SFG20 maintenance standards
· Good knowledge of Microsoft applications Excel, Powerpoint, Word.
· Experience using Sharepoint or similar document management system
Person Specification
· You will need to understand and take responsibility for the fact that this role is pivotal to the successful
delivery of the duties of the team.
· You will have strong organisational and time management skills and be able to multi-task effectively.
· You will have good customer focus, be forward thinking and professional.
· You will have excellent communication skills, a “can do” attitude with an eye for detail and be able to transmit
and encourage that attitude.
· Strong focus on SLA and KPI delivery
· High standard of literacy and numeracy
Working within the Mitie values and behaviours
Value How we behave
Excel - We work with each other
to achieve the best for our
clients and our colleagues. We
take pride in our roles and are
committed to building great
relationships with everyone we
work with. · We treat all colleagues with respect · We challenge people when they don't do the right thing · We welcome advice from anyone that might improve what we do · We are open and honest · We think safety and always follow rules for safe working · We work with each other to achieve the best for clients and for MITIE · We share information to help colleagues succeed · We build great relationships · Our first response to requests will always be positive · We look out for each other, never walking by unsafe actions or situations
Inspire - We support and
encourage those around us to
succeed at everything they do.
We do good things for each
other, the environment and the · We support and encourage each other to develop · We lead by example · We set clear expectations · We listen to and learn from others · We learn from mistakes and incidents to prevent recurrence
communities in which we work. · We do good things for each other, the environment and the community · We appreciate diversity and encourage it · We demonstrate team spirit · We are committed to doing things better and setting new standards in all that we do · We take pride in what we do and have fun doing it · We celebrate success and say thank you
Challenge - We give it
everything we've got and
constantly bring new ideas to
the table. We embrace new
thinking and technologies to
help our clients and colleagues
change the way they live and
work. · We bring new ideas to the way we do things · We are willing to try new things · We encourage and support innovation · We consider things from other peoples' points of view · We embrace new thinking and technologies · We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service
delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note
This job description is intended to give the post holder an appreciation of the role envisaged for this position and the
range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of
employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's
role and/or the needs of the business.
· To support the Service Desk team
· To support Help Desk Manager, TSM and FM's, undertaking tasks as required within role competencies
Main duties
· General duties to include the support and ownership towards :-
· Act as the first line of contact for all service desk calls and emails, delivery excellent customer service
· Log, raise, prioritise and schedule reactive, remedial work orders in the CAFM system
· Generate and issue PPM works orders in line with SFG20 and contractual requirements
· Liaise with subcontractors regarding reactive/ quoted works agree attendance, and monitor delivery against
client SLAs
· Coordinate site engineers with TSM and FM'S, agree attendance and monitor against SLA's
· Maintain and update asset data, status and condition within the CAFM system
· Close jobs down in Maximo/Evolution and attach documents where necessary
· Raise Purchase Orders as required
· Approve To Pay purchase orders on a periodic basis throughout the week
· Assist in the end of year supplier renewal quotes and the raising of PO's as necessary
· General administration
· Adhoc reports required by the contract management
· Assisting with producing necessary documentation for audits and filing/archiving when required.
· Performance (trackers) updates/Reports when required.
· Assist with Month End responsibilities as directed - journals, invoicing, accruals, WIP & MI reporting.
· To ensure the company Health and Safety policy is adhered to.
· To ensure compliance with the Business Quality Management Systems as it applies to this position. Excel Challenge Inspire
• at service delivery, we must be the best at everything
• We always ask ourselves, why do I do it this way? How can I do this better? What else can I do?
• Have fun and be passionate about what you do
· To understand and complete all work related documentation accurately and on time for the Client and Site Management Team · Maintain good communications with the client and internal teams at all times. · To undertake additional duties in line with capabilities as required. · To attend Team Briefs with all to ensure cascading of company information/policy and discussing contract performance. · Ensure that all training is attended and completed in line with company and individual requirements. · Ensure that a good understanding of the contract is achieved and that time is made available to get familiar with documentation and manuals required to fulfil the role. · To ensure that all documentation relating to the administration are uploaded and attached to all Work Orders in Maximo/central files; to provide record keeping and visibility to the Client, Operations Teams and Management Teams. · Administer filing for purchase orders, WIP, Quotations.
Desirable
· Previous experience in Building Services/Facilities Management in a Help Desk/Co-ordinator role.
· Previous experience of working with Maximo, Evolution and Coupa beneficial.
· Familiarity with SFG20 maintenance standards
· Good knowledge of Microsoft applications Excel, Powerpoint, Word.
· Experience using Sharepoint or similar document management system
Person Specification
· You will need to understand and take responsibility for the fact that this role is pivotal to the successful
delivery of the duties of the team.
· You will have strong organisational and time management skills and be able to multi-task effectively.
· You will have good customer focus, be forward thinking and professional.
· You will have excellent communication skills, a “can do” attitude with an eye for detail and be able to transmit
and encourage that attitude.
· Strong focus on SLA and KPI delivery
· High standard of literacy and numeracy
Working within the Mitie values and behaviours
Value How we behave
Excel - We work with each other
to achieve the best for our
clients and our colleagues. We
take pride in our roles and are
committed to building great
relationships with everyone we
work with. · We treat all colleagues with respect · We challenge people when they don't do the right thing · We welcome advice from anyone that might improve what we do · We are open and honest · We think safety and always follow rules for safe working · We work with each other to achieve the best for clients and for MITIE · We share information to help colleagues succeed · We build great relationships · Our first response to requests will always be positive · We look out for each other, never walking by unsafe actions or situations
Inspire - We support and
encourage those around us to
succeed at everything they do.
We do good things for each
other, the environment and the · We support and encourage each other to develop · We lead by example · We set clear expectations · We listen to and learn from others · We learn from mistakes and incidents to prevent recurrence
communities in which we work. · We do good things for each other, the environment and the community · We appreciate diversity and encourage it · We demonstrate team spirit · We are committed to doing things better and setting new standards in all that we do · We take pride in what we do and have fun doing it · We celebrate success and say thank you
Challenge - We give it
everything we've got and
constantly bring new ideas to
the table. We embrace new
thinking and technologies to
help our clients and colleagues
change the way they live and
work. · We bring new ideas to the way we do things · We are willing to try new things · We encourage and support innovation · We consider things from other peoples' points of view · We embrace new thinking and technologies · We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service
delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note
This job description is intended to give the post holder an appreciation of the role envisaged for this position and the
range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of
employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's
role and/or the needs of the business.