Facilities Helpdesk Coordinator

Dublin
Permanent
Full-time

3 days ago

Job Description:Facilities Helpdesk CoordinatorAbout MitieMitie Ireland is a leading facilities management, consultancy and professional services company. We offer a range of specialist services including technical services, security, cleaning, industrial cleaning, energy and sustainability, and professional consultancy. Our breadth and depth of services and expertise means that we can help to increase efficiencies, reduce costs, increase sustainability, and improve performance for our clients.We work with a wide range of private and public clients to create great work environments. At the 2025 Facilities Management Awards, our outstanding work was recognised with awards for ‘Client and Service Provider’, ‘Best People Development’ and ‘Excellence in Health & Safety’. Mitie Ireland also won Facilities Management Company of the Year at the recent Chambers Ireland in Business Awards 2024.Mitie have been awarded the IBEC Keep Well Mark in 2021, 2022, 2023, 2024 and 2025 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland. Mitie were the first FM company to achieve the KeepWell mark for employee wellbeing. We are proud of our diverse workforce and recognise our people through a number of reward and recognition schemes, as well as through our learning and tailored personal developmentWe are Mitie, the future of high-performing places.Role overview:The Facilities Helpdesk Coordinator plays a critical role in ensuring that maintenance activities are scheduled, tracked, and completed to prevent breakdowns and ensure compliance with safety and operational standards.Here’s a detailed breakdown of Facilities Helpdesk Coordinator task, this list is not exhaustive, there may be other duties outside of the below.Key Responsibilities:1. PPM Scheduling & Planning

Manage and maintain the Reactive & PPM schedule based on asset types, manufacturer guidelines, and legal requirements through Maximo System.
Coordinate maintenance cycles (weekly, monthly, quarterly, annually). System will generate the upcoming tasks on the 15th of the previous month.
Schedule works to minimize disruption to operations. Schedule via Maximo system and email to Subcontractor and through Click for Self-Delivery

2. Work Order Management

Assign reactive and planned maintenance work orders in the Maximo system. And schedule through email Subcontractor and click for self-delivery
Track job progress and completion status.
Ensure Subcontractors / inhouse team are assigned based on skillset as per Service Desk Manual on SharePoint.
Once date has passed on the Calendar as to when the Sub- Contractor advised they would be onsite – Chase via email 1st time and if no response chase via phone call to allow you time to review for remedials and close prior to months end with all correct documentation.
For Self-delivery download generated remedial ticket list from customer assignment on Maximo, review download with Tech Supervisors and generate work orders for approved remedials.
For Contractor, send remedial tracker out every month and ensure this is returned with PPM dockets review with Hard Service Manager and generate work orders / quotes for approved remedials.
Set up contractor catch up meeting every month with contractor Mitie Hard Services Manager to discuss and review outstanding and upcoming jobs.

3. Asset & Equipment Management

Maintain a detailed and up-to-date asset register. Should assets be replaced, decommissioned or New etc
Review what assets are linked to PPM tasks and ensure each asset has the correct maintenance frequency.
Monitor the condition of critical assets and escalate concerns. (Through the maintenance reports and remedial works. Escalate to Hard Service Manager)

4. Vendor & Contractor CoordinationLiaise with external service providers to:

Create and manage a shared Calendar of PPM Scheduled once booked in for the following Month. This is to be shared with the Client monthly
Schedule via Maximo system and email to Subcontractor Schedule visits and ensure access.
Ensure tasks are completed to agreed standards and within SLA. Once date has passed on the Calendar as to when the Sub- Contractor advised they would be onsite – Chase via email 1st time and if no response chase via phone call to allow for you to review for remedials and close prior to months end
Obtain service reports, job cards, and certifications on Client SharePoint & Maximo

5. Compliance & Documentation

Ensure that statutory and regulatory maintenance (e.g., fire alarms, lifts, HVAC) is performed on time. By chasing subcontractor and referring to the sign in logs and Calendar schedule.
Maintain proper documentation for audits (e.g., certificates, permits, reports). These should be all loaded as customer visible on Maximo

6. System Updates & Data Entry

Use Maximo/Mosaic
Log notes indicating schedule provided by subcontractor and Supervisors(self-Delivery)
Update completed works.
Attach compliance certificates and reports.
Create mitigation list where required and review with Service Desk Supervisor and Contract Manager prior to action.
Maintain historical records for all completed PPMs in Client SharePoint

7. Monitoring & Reporting

Generate regular reports on:
Update the PPM Tracker
Monitor PPM’s that return through End of Day from Mi-jobs and reschedule on Click
Contractor performance, monitor delays in response to emails and phone calls, escalate these issues to Hard Services Manager
identify trends and recommend improvements to the PPM plan, by reviewing the mitigation, no access etc

8. Communication & Coordination

Communicate maintenance schedules to relevant departments and clients and H&S advisor
Provide advance notice of potential disruptions (e.g., system shutdowns for inspection).
Respond to internal queries regarding PPM tasks and statuses.

9. Cover for Supervisor and helpdesk management

Provide cross cover for all helpdesk roles including the supervisor / management team.

About you:

2 - 4 years experience in a technical FM business including reactive, PPM operations, compliance, and H&S Management a distinct advantage. Attributes
Excellent PC knowledge – MS Office Suite required.
Familiarity with CAFM systems and scheduling tools required.
Strong accuracy and attention to detail skills
Logical thinking
Strong organisation and administration skills
Enthusiastic with positive “can do” approach.
Reliable & Flexible
Customer & People-focused
Calm nature – even temperament
You will be a team player who enjoys collaborating with people.
You will have the ability to interact and communicate as appropriate with your audience, which will encompass colleagues, engineers, contract and performance managers and third-party suppliers.

Company benefits:

Annual leave purchase scheme (buy up to 5 extra days of annual leave per year).
Free virtual GP service.
Access to our Employee Assistance Programme (EAP).
Mi Recognition (Thanking employees for a job well done ranging from €25 - €250).
Talent Referral Scheme (Earn €100 - €3000 for referring a friend to Mitie).
Long service awards (Ranging from €50-€300).
Mi Deals (Fantastic savings at high street stores).
A non-contributory life assurance scheme.
Bike2Work Scheme.
Tax Saver Scheme.
Learning & development (access to 200 courses on our L&D platform).

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. It does not attempt to detail every activity, and should be utilised as a general guide, detailing the minimum requirements and responsibilities of the position. Specific tasks and objectives will be agreed with the post holder following the appraisal process and on an as and when required basis throughout the post holder's period of employment.Mitie is an equal opportunity employer.

Mitie

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