At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.
Building Maintenance Helpdesk Co‑ordinator
Contract: Permanent
Type of Employment: Part time
Hours: 25 hours per week
Shift: Monday–Friday, alternating shifts (08:00–13:00 / 13:00–18:00
Rate of Pay: £16,771.86 per hour
Location: The Scottish Parliament, Holyrood Road, Edinburgh, Edinburgh, Scotland, EH99 1SP
Clearance Required: CTC Security Clearance (successful applicants must pass security clearance to work onsite)
Join Our Team as a Helpdesk Co‑ordinator
We are looking for an organised, proactive and confident Helpdesk Co‑ordinator to play a vital role in managing the daily activity of our engineering team.
Using the latest planning and scheduling software, you will be responsible for allocating reactive and planned work, ensuring the right engineers are deployed at the right time, and supporting the delivery of first‑time fixes for our customers.
This is a busy, varied role that sits at the heart of our service delivery operation — ideal for someone who thrives in a fast‑paced environment and enjoys coordinating people, information and tasks.
- Scheduling all reactive and planned maintenance works to appropriate resources, ensuring skills and response targets are met.
- Optimising engineer utilisation to maximise productivity across the team.
- Recording all job-related information accurately within the relevant IT systems.
- Following up on incomplete jobs and reallocating them where needed.
- Coordinating third‑party subcontractors, raising Purchase Orders and Work Requests, and collecting completion documentation.
- Ensuring all work is completed within contractual SLAs and response times.
- Communicating clearly and professionally with engineers, customers and internal teams.
- Monitoring and recording non‑productive time.
- Escalating any issues promptly to the relevant managers.
- Maintaining full audit trails and ensuring compliance with company policies and procedures.
- Identifying and reporting any risks to service delivery, health and safety, or the environment.
- Using PPE and equipment correctly and reporting any training needs or system/process issues to your line manager.
What We're Looking For
- Experience within a service delivery, helpdesk, or contact centre environment.
- Strong IT skills and the ability to quickly learn new systems.
- Excellent communication skills, able to provide clear information confidently and professionally.
- Ability to work well with a wide range of colleagues including engineers, managers and third‑party partners.
- Calm, effective performance under pressure in a busy and varied environment.
- A problem‑solver with a creative and analytical mindset.
- A strong team player who can follow processes, maintain compliance and adapt to changing demands.
- Please note this position will require the successful candidate to pass a CTC security clearance.
What we offer you:
- Access to a virtual GP for you and your household.
- Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
- Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.
