Facilities Helpdesk Operative

Better places, thriving communities.

ROLE: Facilities Helpdesk Operative

HOURS: 40 hours

LOCATION: New Castle upon Tyne

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Facilities Helpdesk Operative who will effectively operate the Helpdesk and associated communication systems, delivering a professional, efficient and customer-orientated service whilst logging service requests and communicating requirements to Mitie staff and the Trust.

Role Responsibilities

• Be the first point of telephone contact for Trust Helpdesk users and Mitie employees.
• Answer, log, input and allocate service requests accurately and in a timely manner, directing the appropriate personnel to undertake tasks.
• Monitor and update all service desk requests, taking appropriate action to prevent non-compliant incidents in line with policies and procedures.
• Respond to BMS alarms, report system and equipment faults, and support Major Incident procedures.
• Carry out general administration duties, reception cover and monitor the movement of estates staff during shifts.

Required Qualifications

Applicants must meet the below defined requirements for the role.

• Previous helpdesk or customer service experience.
• Excellent customer service skills with a high standard of customer awareness.
• Strong keyboard skills and a confident telephone manner.
• Ability to assess, prioritise and organise workload effectively.
• Able to work independently, as part of a team and under pressure.

What's in it for you?

• Opportunity to work within a professional facilities management environment.
• Develop your customer service, communication and administration skills.
• Join a supportive team committed to delivering excellent service and operational excellence.

There's a place for you at Mitie, join us today! Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

Looking to move roles but not leaving the Mitie family? Why not share your experience with others about life at Mitie?

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