Company name: Mitie, Armada PFI
Job Title: Helpdesk Operative
Reporting to (position): Business Support Manager
     

Job objectives and responsibilities
The Armada Helpdesk Operative is the first point of contact for all reactive maintenance requests on the Armada PFI contract at HMNB Devonport, playing a critical role in day to day service delivery. The role is responsible for accurately logging, prioritising, and managing work orders in the Maximo CAFM system, supporting planned maintenance, statutory compliance, and KPI reporting. Working closely with other departments, the Helpdesk Operative ensures clear communication, high data quality, and timely progression of works, while delivering a professional, customer focused service in a secure and highly regulated defence environment.

Main duties

•    Act as the first point of contact for all reactive maintenance requests, logging calls and emails accurately.
•    Create, prioritise, and manage work orders in the Maximo CAFM system in line with contractual SLAs.
•    Dispatch and coordinate jobs for the correct teams.
•    Monitor job progress, chase updates, and escalate overdue or high risk issues.
•    Support planned preventative maintenance (PPM) scheduling and closure with correct evidence.
•    Maintain high data quality to support KPI reporting, audits, and statutory compliance.
•    Provide clear customer communication, keeping users informed of status and resolution times.
•    Produce and support daily/weekly/monthly performance and compliance reports.
•    Maintain accurate records and documentation for compliance and governance.
•    Uphold health, safety, and security requirements within a defence environment.
•    Contribute to continuous improvement of the site. 
•    Any other tasks that are reasonable requested by line manager

Knowledge Skills and Experience
Essential

•    Basic IT skills
•    Must be able to communicate clearly and effectively
•    Experience in delivery of high Customer Service 
•    Must be able to remain calm under pressure and work to tight deadlines
•    Must be flexible in their approach  and work well within a team setting
•    A proactive approach and show initiative and pay attention to detail
•    Must either hold or be eligible to obtain UK Security Check (SC) clearance. 

Desirable

•    Previous experience in a hard FM or estates/facilities helpdesk environment.
•    Experience in a customer-facing role within a high-security or highly regulated environment demonstrating reliability and integrity.
•    Strong Microsoft Office skills (particularly Outlook, Excel, and Word) for reporting and communication purposes.
•    Experience with procurement/purchase order systems.

Person

•    Reliable & personable with high levels of self motivation
•    Excellent communicator 
•    High level job commitment & takes responsibility for personal development 
•    Good IT skills, particularly database programmes
•    Good team player
•    Flexible Approach