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Helpdesk Co-ordinator




Company Description

  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
  • Our promise to our people: a place to work where you can thrive and be your best every day.
  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Job Description

  • To work as part of the Helpdesk team, providing operational support to teams across Essex, in a Facilities Management Environment.  This is achieved by answering calls and e-mails, raising these as reactive tasks and progressing them through to completion in order to meet customer needs
  • To ensure the effective planning of reactive tasks using standard times and utilisation tools for the field delivery Team.
  • Prepare schedule to maximise utilisation and effectiveness of planned routes for appropriately skilled engineers to achieve job SLAs each day.
  • To identify areas of risk to KPIs and raise with the Office Manager and Supervisors to take action to eliminate, reduce or transfer the risk of failing SLA’s
  • To ensure a client facing helpdesk is operating effectively in line with SLA’s and KPI’s by answering telephone calls and emails, taking customers details and logging the information on Maximo
  • To schedule direct and sub-contract labour for optimum performance whilst meeting contractual obligations
  • To ensure so far as is reasonably practicable that Mitie Engineering Services reacts efficiently and effectively and thereby maintains customer satisfaction
  • To pro-actively demonstrate and work to the Company’s values of People, Passion, Fresh Thinking and Exciting Futures
  • To answer calls within 3 rings, raise work orders, log information received on to the helpdesk database and assign resources within the appropriate service level agreement timescales
  • To take a proactive approach to customer liaison and ensure concerns are dealt with or relayed to line management promptly
  • To understand and complete all work related documentation accurately and on time
  • To understand and comply with policies and procedures
  • To comply with all Health and Safety policies and procedures
  • To attend and fully participate in training and appraisal activities as required
  • To complete all engineer work schedules and communicate these to the engineering teams daily, weekly, and monthly
  • Effective utilisation, efficiency and productivity of the engineers
  • High levels of communication with the Engineers, Supply Chain and Office Manager
  • Excellent forward planning.
  • The effective planning and utilisation using standard times and scheduling tool to aid the completion of all Reactive/PPMs within the month.
  • Regular communication with the Office Manager on issues with engineers, assistance regarding subcontracting and re-allocate accordingly to the Supply Chain
  • To complete all work related documentation accurately and on time
  • Co-ordinate site attendance with sub-contractors and liaise with the client
  • To liaise with client representatives for the receipt and issue of work instructions
  • To administer and control purchase orders on instruction from Contract Managers, Supervisors and Engineers in line with company procedures
  • Preparation of quotations
  • Liaise with managers on day-to-day issues.
  • Weekly RAG and Approve to pay report to be completed, along with liaison with the accounts payable department and the Hard Services finance lead


  • Holds relevant qualifications / certificates (e.g. NVQ in Customer Service or Administration or equivalent) or has relevant Customer Helpdesk experience
  • Able to operate a Helpdesk system
  • Self-motivated, tenacious and result-oriented with a positive outlook
  • Strong numeracy and literacy skills, and strong commercial awareness
  • Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties
  • Able to understand and act on both verbal and written instructions / procedures
  • Excellent listening and questioning skills
  • Able to remain calm when dealing with calls in a pressured environment
  • Sound knowledge / experience of office administration skills / tasks
  • Able to work flexibly to support the needs of the wider team
  • Intermediate Excel skills and proficiency with Microsoft software
  • Knowledge of Maximo or similar CAFM system and excellent IT skills

  • Additional Information

  • null

Posted 14 days ago

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