Job Title: Helpdesk Operative
Salary: £26,436.80 per annum
Contract: Permanent, Full Time
Weekly Contractual Hours: 40 (early shift starts at 07:00 up to twice per week)
Location: Benton Park View - BPR014 Newcastle Estate, Benton Park Road, Longbenton, Newcastle upon Tyne, Tyne and Wear, England, NE7 7PE
We are seeking a proactive and customer‑focused Customer Service Assistant (Helpdesk Operative) to join our team at Benton Park View on the NEP contract. This is an important role at the heart of our facilities management operation, where we deliver a range of hard FM services including mechanical & electrical (M&E) maintenance, building fabric works, grounds maintenance, pest control, and window cleaning. As the first point of contact for colleagues, clients, and stakeholders, you will help ensure these essential services are coordinated effectively and delivered to a high standard.
In this position, you'll handle incoming enquiries via phone, email, and internal systems, making sure all requests are logged accurately and prioritised correctly. You'll liaise with engineers, supervisors, and managers across our hard FM service lines to ensure work is progressed efficiently and customers remain informed throughout. The role also involves monitoring outstanding jobs, maintaining the accuracy of CAFM data, and supporting the smooth running of the helpdesk.
Key Responsibilities
The role involves logging and managing helpdesk requests through the CAFM system while ensuring that customers receive timely updates on the progress of their jobs. It requires close coordination with engineering and facilities management teams to effectively manage and schedule work orders. The position also includes prioritising urgent or high‑risk issues in accordance with established SLAs, monitoring all open work orders, and ensuring each one is closed accurately and promptly. In addition to these core responsibilities, the role provides support with general administrative duties as required.
To succeed in this role, you will need excellent communication skills, strong organisational ability, and confidence using IT systems (including Microsoft Office and CAFM tools). Experience in customer service, helpdesk operations, or administration is desirable—particularly within a facilities management or engineering environment—but full training will be provided. A positive attitude, attention to detail, and the ability to stay calm under pressure are essential.
What We Offer
The role offers a competitive salary along with valuable training and development opportunities designed to support career growth. Employees also gain access to Mitie's range of benefits and rewards, contributing to their overall wellbeing. In addition, the position provides the advantage of working within a supportive and friendly team culture, ensuring a positive and collaborative work environment.
If you're enthusiastic, organised, and committed to delivering excellent service within a busy FM environment, we'd love to hear from you.