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.
Responsibilities
* 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 SLAs
* Prioritising with good attention to detail all call outs received regarding SLAs
* 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 & P2s 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 PDAs to relevant teams/schedulers
* Ensure that all procedures in place within the BMS are followed
* Assist with scheduling team to achieve performance targets and SLAs 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
Qualifications
* A minimum of one years 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.
Benefits
* Flexible working requests from day one of employment.
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