Helpdesk Operative in Plymouth

The Armada Helpdesk Operative is the first point of contact for all reactive maintenance requests on the Armada PFI contract at HMNB Devonport. 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.

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 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 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 regulated defence environment.
• Contribute to continuous improvement of helpdesk processes and customer service.
• General administrative duties as directed by the Business Support Manager.

Person Specification

Essential

• Helpdesk / CAFM Expertise: 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.
• Customer Service: Excellent customer service skills with experience handling high call and email volumes in a professional, responsive manner. Able to remain calm and effective under pressure, especially when dealing with urgent or high‑priority incidents.
• Organisational Skills: Strong organisational and multitasking abilities. Able to prioritise a dynamic workload, manage multiple open tasks and meet deadlines. Capable of live‑monitoring ongoing jobs and juggling reactive calls while ensuring planned activities stay on track.
• Attention to Detail: Meticulous accuracy in data entry and record‑keeping. Experience maintaining data quality in databases or systems, with the ability to spot and correct errors. Awareness of the importance of accurate data for compliance and performance reporting.
• Communication: Clear and confident communicator, both verbally (telephone/radio) and in writing (email, system notes). Able to communicate effectively with a range of stakeholders—from engineers on the ground to client representatives and site customers—adapting style to the audience.
• Teamwork: Experience working in a team‑oriented, service delivery environment. Willingness to collaborate with a diverse site team (technical staff, managers, client) and contribute to a supportive, one‑team culture.
• Problem‑Solving: Proactive mindset in identifying potential issues (e.g. job delays, repeated problems, system glitches) and escalating or following through to ensure resolution. 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, 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 (e.g. understanding the difference between electrical, mechanical and building fabric issues; priority levels; health and safety requirements for maintenance tasks).
• Experience in a customer‑facing role within a high‑security or highly regulated environment (e.g. defence, healthcare, critical infrastructure), demonstrating reliability and integrity.
• Strong Microsoft Office skills (particularly Outlook, Excel and Word) for reporting and communication purposes.
• Experience with Coupa or similar procurement/purchase order systems.

Qualifications

Essential

• Education: GCSEs (or equivalent) including English and Maths.
• IT Literacy: Demonstrable experience using computerised systems in a professional environment.

Desirable

• Further education or vocational qualifications in business administration, customer service or IT.
• 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.

Health and Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided 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.

This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.