Ref:
98104
Posaddress2
Stratford
Location:
London
Employment:
Full time
Role Classification:
1

Service Contract Support (98104)

Since 1987, Mitie’s 76,000 employees, have been serving companies and communities across the world. We're the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we're very proud of this. Join us and together there's no limit to what we can achieve.

Better places, thriving communities

ROLE: Service Desk / Help Desk Co‑ordinator
HOURS: TBC
LOCATION: TBC

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 Service Desk / Help Desk Co‑ordinator who will support the Service Desk team and act as a pivotal role in delivering an excellent facilities management service.

Role Responsibilities

Act as the first line of contact for all Service Desk calls and emails, delivering excellent customer service at all times.
Log, raise, prioritise and schedule reactive, remedial and PPM work orders in the CAFM systems (Maximo/Evolution) in line with SFG20 and contractual requirements.
Liaise with subcontractors, site engineers, TSMs and FMs to agree attendance, monitor delivery and ensure compliance with client SLAs and KPIs.
Maintain and update asset data, job status, condition records and attach all relevant documentation to Work Orders to ensure full visibility and audit readiness.
Support Help Desk Manager, TSM and FM teams with general administration, reporting, month-end activities and ad hoc contract management requirements.

Required Qualifications:

Applicants must meet the below defined requirements for the role. (3–5 Points)

Previous experience in Building Services or Facilities Management within a Help Desk or Co‑ordinator role.
Strong organisational and time management skills, with the ability to multitask and work under pressure.
High standard of literacy and numeracy with a strong focus on SLA and KPI delivery.
Good working knowledge of Microsoft Excel, Word and PowerPoint, with experience of SharePoint or similar systems.
Excellent communication skills, a professional “can do” attitude and strong attention to detail.

What's in it for you?

A pivotal role supporting the successful delivery of a high‑profile FM contract.
The opportunity to work within Mitie's Excel, Inspire and Challenge values and behaviours.
A supportive environment focused on continuous improvement, development and collaboration.