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. Job Description: 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 - ie 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 Essential 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. Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months. We will consider flexible working requests from day one of employment.