Facilities Helpdesk Advisor
Manchester, GB
4d ago

Company :

  • Support Services
  • Mitie and Interserve have now joined forces to become the leading FM provider in the UK. Mitie is now the UK’s largest employer in the FM industry, with 77,500 colleagues, 4,200 customers and £3.

    5bn in sales. As a combined business, we deliver services to many important clients across Britain, from vital Government and Defence organisations, to the NHS, transport hubs, hospitals, schools, retailers, and the nuclear and energy industries.

    Job Purpose

    To provide a polite and helpful client contact, ensuring that response times are met by service providers. Carry out necessary administrative duties, produce & submit reports in a timely manner.


  • Respond to customer calls in a polite, professional & timely manner
  • Raise job on helpdesk system(s) at the time of the call, contact the appropriate service provider / contractor and provide relevant information in line with client service specification
  • Use CXC technology as & when required as a method to liaise with service providers for specific contracts
  • Respond to emails in a timely manner
  • Follow up of open jobs to completion
  • Identify appropriate engineer / sub-contractor to attend job in a timely manner in line with KPI’s
  • Gain necessary approval / authorisation when spend limits are reached
  • Raising purchase orders for suppliers & sub-contractors
  • Provide clients with status updates as necessary for the jobs reported
  • Provide ad hoc reports as requested
  • To be the responsible person for specific contracts & assist with training within the team
  • To maintain data within the helpdesk system
  • Manage bookings for all meetings and conference rooms, ensuring that any requests for special arrangements are recorded and actioned
  • Record complaints and immediately bring to the attention of the relevant Manager with action taken
  • To ensure user guides are kept up to date for contract responsible for and ensure the team is aware of current & new processes
  • Perform any other reasonable duties when requested
  • To be the first line of contact to resolve client issues and events
  • Follow the Disaster Recovery step by step procedure & take necessary action as stated within this DRP document
  • Provide support to team members to ensure emails & telephone calls are actioned in a timely manner
  • Support compliance team with chase of sub-contractor paperwork
  • Perform any other reasonable duties when requested
  • What we are looking for

  • Works in partnership with others to ensure events are actioned in a timely manner
  • Seeks input and opinions from others to help make a specific decision
  • Demonstrates willingness to learn from others’ experiences and contributions
  • Builds and maintains positive relationships in the team by valuing others’ contributions and experiences
  • Manage time keeping & attendance
  • Deliver Results
  • Strives to overcome perceived obstacles
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