Servicedesk Operative

Better places, thriving communities.

Join Mitie – the future of high-performing places.

Location: Mitie TSOC, Atlas Business Park, Pacific House, Wythenshawe, Manchester, M22 5PR

Contract: Full-time

At Mitie, our people are our greatest strength. We are committed to creating an environment where everyone can thrive, reach their full potential, and be their best every day.

We are looking for a passionate and customer-focused Service Desk Operator to join our team. This is an excellent opportunity for someone with strong customer service and administrative skills who enjoys working in a fast-paced environment and providing professional support to customers and colleagues.

About The Role

As a Service Desk Operator, you will act as the first point of contact for the Mitie team, handling telephone and email enquiries and accurately logging requests onto internal systems. You will manage the flow of requests from initial contact through to resolution, ensuring an efficient service while monitoring performance against agreed Service Level Agreements (SLAs).

Key Responsibilities

• Manage incoming telephone and email requests, providing a professional and efficient first point of contact for customers and employees.
• Accurately log, update and maintain helpdesk information and associated data using internal systems and databases.
• Manage and prioritise the flow of requests, ensuring queries are progressed efficiently and in line with agreed SLAs.
• Monitor service performance and workloads, responding effectively to changing priorities and challenging deadlines.
• Deliver consistently high levels of customer service while following Mitie policies, processes and procedures and maintaining confidentiality.

What You’ll Bring

Essential

• Previous customer service experience with the ability to deliver a consistently professional service.
• Strong written and verbal communication skills, including confidence handling telephone and email enquiries.
• Good literacy and numeracy skills with strong attention to detail and data accuracy.
• Confident IT skills, including a good working knowledge of Microsoft Office.
• Strong planning and organisational skills with the ability to prioritise workloads and work effectively under pressure.

Desirable

• Previous experience within a helpdesk, service desk or contact centre environment.
• Experience working within an SLA or target-driven environment.
• Previous experience using helpdesk, database or job management systems.
• Experience working within Facilities Management or a similar service-led environment.

What We’re Looking For

We’re Looking For Someone Who Is

• Customer-focused, professional and passionate about delivering excellent service.
• Highly organised and capable of managing multiple requests and priorities simultaneously.
• Calm and effective when working under pressure or to challenging deadlines.
• A confident communicator with strong interpersonal and negotiation skills.
• Reliable and discreet, with the ability to maintain confidentiality and consider the needs of all stakeholders.

What’s in It for You?

• The opportunity to join a supportive and collaborative Service Desk team.
• Exposure to a fast-paced and varied customer service environment.
• Opportunities to develop your customer service, systems and Facilities Management knowledge.
• Ongoing training and development to support your professional growth and career progression.
• The chance to build your career within one of the UK's leading Facilities Management organisations.

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 Christian Kalugin at Chris.Kalugin@mitie.com.

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.

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