Helpdesk Operator

Job Title:

Helpdesk Operator

Shift Pattern: 4 on 4 off rotation, 7am-7pm (days)

Hourly Pay Rate: £13.45 p/h (effective 1st May 2026)

Location:

Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

This role is site based only.

• 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 - i.e., 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

• 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.

• Flexible working requests from day one of employment.