Mitie Cleaning & Hygiene Services
Helpdesk Operative
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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 reasonably requested by line manager
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Essential Knowledge Skills and Experience
- 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
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!
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- 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 80,000 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.
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