Helpdesk Administrator
| Posting date: | 12 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 April 2026 |
| Location: | 4620 |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 91491 |
Summary
Job Overview
-To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users.
-To operate the incoming telephone Helpdesk system and email service in a professional and timely manner
-To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources
Main Duties
- Issue the Work order relating to the calls/emails received to the respective Department in a timely manner
-To enter information relating to each call/email on the system, as required
- To provide a communication point for the contact and disseminate information to all sites/staff and end- user organizations
-To follow-up the Customer Satisfaction Survey positive comments and scorings (raise compliments)
-Filing and document handling as required
-To carry out ad-hoc requests as required
-Single-point of contact for all estate matters - either log faults covered under contract or provide alternative POC. ·
- Ensure the calls/emails are answered within SLA to meet our PI and always maintain a high-level of customer support skills. ·
-Ensure all necessary information is in place to allocate correct priority and owner group on work orders raised · Scrutinize system to provide updates to customers regarding work status, search for locations/assets etc.
-Issue work orders and Update CAFM as required, based on the information / task in hand · Send communication logs to site upon a customer's call or email request and as and when appropriate. Revert to customer when update is received from the operations team. ·
-Provide IT support for server room back-up tape. · Log / forward external notifications to 3rd party stakeholders(Sodexo, JSHU etc.). · Take / log complaints for the Senior Helpdesk Administrators or the Helpdesk Manager to address/escalate. ·
-Raise compliments and forward to relevant teams · Raise Third Party Works (TPW) and assist with chasing upon request by customer. · Cancel work orders as/when required. ·
- Help maintain various spreadsheets / follow processes · Unblock CAFM accounts and reset passwords.
-Provide guidance instructions for Windows unlocking under OPC. - Unlock Mitie window accounts or ISP Maximo and/or reset password for both. Log everything on a SR.
What we are looking for
- Experience in a Customer Service based environment.
- Experience working on MS Office.
- Team player - Ability to work as a team in a vibrant environment but also work independently
- Excellent command of the English language, spoken/written.
- Capable of working under pressure to meet deadlines.
- Effective communication skills.
- Flexibility and adaptability with a positive outlook.
- Pleasant and polite character
-Take in instructions and advice and use to improve· Attention to detail
-To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users.
-To operate the incoming telephone Helpdesk system and email service in a professional and timely manner
-To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources
Main Duties
- Issue the Work order relating to the calls/emails received to the respective Department in a timely manner
-To enter information relating to each call/email on the system, as required
- To provide a communication point for the contact and disseminate information to all sites/staff and end- user organizations
-To follow-up the Customer Satisfaction Survey positive comments and scorings (raise compliments)
-Filing and document handling as required
-To carry out ad-hoc requests as required
-Single-point of contact for all estate matters - either log faults covered under contract or provide alternative POC. ·
- Ensure the calls/emails are answered within SLA to meet our PI and always maintain a high-level of customer support skills. ·
-Ensure all necessary information is in place to allocate correct priority and owner group on work orders raised · Scrutinize system to provide updates to customers regarding work status, search for locations/assets etc.
-Issue work orders and Update CAFM as required, based on the information / task in hand · Send communication logs to site upon a customer's call or email request and as and when appropriate. Revert to customer when update is received from the operations team. ·
-Provide IT support for server room back-up tape. · Log / forward external notifications to 3rd party stakeholders(Sodexo, JSHU etc.). · Take / log complaints for the Senior Helpdesk Administrators or the Helpdesk Manager to address/escalate. ·
-Raise compliments and forward to relevant teams · Raise Third Party Works (TPW) and assist with chasing upon request by customer. · Cancel work orders as/when required. ·
- Help maintain various spreadsheets / follow processes · Unblock CAFM accounts and reset passwords.
-Provide guidance instructions for Windows unlocking under OPC. - Unlock Mitie window accounts or ISP Maximo and/or reset password for both. Log everything on a SR.
What we are looking for
- Experience in a Customer Service based environment.
- Experience working on MS Office.
- Team player - Ability to work as a team in a vibrant environment but also work independently
- Excellent command of the English language, spoken/written.
- Capable of working under pressure to meet deadlines.
- Effective communication skills.
- Flexibility and adaptability with a positive outlook.
- Pleasant and polite character
-Take in instructions and advice and use to improve· Attention to detail