Helpdesk Operative in Plympton

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 M&E engineers, grounds teams, projects, and internal delivery, 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.

• 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 with M&E engineers, grounds teams, fabric technicians, projects, and internal delivery teams.
• Monitor job progress, chase updates, and escalate overdue or high‑risk issues.
• Support planned preventive 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 regulated defence environment.
• Contribute to continuous improvement of helpdesk processes and customer service.
• General administrative tasks as directed by the Business Support Manager.

Health and Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Information Security

• Ensure compliance with Mitie’s information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

Qualifications

Essential

• Demonstrable experience in a facilities management helpdesk or service desk role, including using a CAFM system (ideally Maximo, or similar such as Concept, CAFM Explorer, Planon) to log and manage maintenance requests.
• Excellent customer service skills with experience handling high call and email volumes in a professional, responsive manner.
• Strong organisational and multitasking abilities, able to prioritise a dynamic workload and manage multiple open tasks.
• Meticulous accuracy in data entry and record‑keeping.
• Clear and confident communication skills, both verbally and in writing.
• Experience working in a team‑oriented, service delivery environment and willingness to collaborate with a diverse site team.
• Proactive problem‑solving mindset in identifying potential issues and escalating or following through to ensure resolution.
• Must either hold or be eligible to obtain UK Security Check (SC) clearance.
• Education: GCSEs (or equivalent) including English and Maths.
• IT literacy: demonstrable experience using computerised systems in a professional environment.

Desirable

• Previous experience in a hard FM or estates/facilities helpdesk environment, particularly on a large single‑site contract or PFI.
• Familiarity with the IBM Maximo CAFM system (or formal Maximo end‑user training certification) and understanding of SLA/KPI regimes in maintenance contracts.
• Knowledge of basic technical facilities terminology, including the difference between electrical, mechanical, and building fabric issues.
• Experience in a customer‑facing role within a high‑security or highly regulated environment (e.g. defence, healthcare, critical infrastructure).
• Strong Microsoft Office skills (particularly Outlook, Excel, and Word).
• Experience with Coupa or similar procurement/purchase order systems.
• Formal training in a CAFM system (Maximo preferred) or qualifications in facilities management (e.g. IWFM Level 3).
• Customer service certifications or training (e.g. NVQ in Customer Service).
• Health and safety training or certification (e.g. IOSH Working Safely).
• Data protection awareness (GDPR).
• Basic technical awareness courses in electrical/mechanical safety or building services.

Equal Opportunity Statement

We recognise the unique contributions that you can bring and our people and customers thrive when we get this right. At Mitie we are committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. Everyone at Mitie has a voice and is treated as an equal.