Irwin M&E

Irwin 2024 Brochure View here

Helpdesk Operative (Ref HO0424)

Position: Helpdesk Operative
Department: Helpdesk
Reporting to: Client Services Manager
Status of post: Full-Time Permanent
Salary: Remuneration Package will be competitive and in line with experience
Location: Portadown

Irwin M&E is driven by values based on loyalty, safety, innovation and success

Job Description

  • Work as part of a dynamic Helpdesk team answering and logging calls onto database
  • Planning and scheduling direct labour and subcontractors for optimum efficiency
  • Effectively monitoring the delivery of reactive repairs works to ensure contract KPIs are met
  • Contribute to improving customer support by actively responding to queries and handling complaints and compliments
  • Maintain a continued focus on process improvement, establishing best practice and sharing information with the wider team to ensure consistency
  • Provide administrative support to the management team as required

Essential Skills & Experience

  • Excellent computer skills including MS office (Excel) and CAFM systems
  • A professional and composed telephone manner and customer care skills
  • Confident and professional manner in dealing with stakeholders at all levels
  • Evidence of working within a team, supporting and working with others to reach organisational goals

Desirable Skills & Experience

·        Experience in a similar role from a Facilities Management (FM) environment, ideally involving the allocating and planning of responsive works

·        Previous practice in using CAFM software

The Company Offers

  • Ongoing training and development opportunities
  • Working alongside experts in their field
  • Health cash plan including compensation for dentistry and optical well being
  • Enhanced maternity and paternity leave
  • Additional holiday increase with length of service
  • Team building and activity days
  • Monthly employee value-based recognition award – monetary gift
  • Health, wellbeing and social calendar of events
  • Long service awards

This is an exciting opportunity to be part of Irwin M&E’s continual growth. If you are ready to take your career to the next level and feel you have the ability to meet our criteria, then please send your CV to

We are a Responsible Body for AccessNI. A disclosure check will be undertaken; however, a criminal record will not necessarily be a bar to obtaining this role. Our policy on the recruitment of ex-offenders is available on request.




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