Helpdesk Operative

at  Mitie

EDUCATION / QUALIFICATIONS / TRAINING

• GCSE Levels or equivalent
• Haupt or Realschulabschluss
• Diploma or Equivalent
• Business Office Administration or similar
• Kfm Ausbildung

KNOWLEDGE & EXPERIENCE

• Experience in a Customer Service based environment
• Previous experience of working in an MOD environment
• Experience in a facilities management organisation
• Telephone Operator Experience

SKILLS & ABILITIES

• Planning & organising works to achieve objectives.
• Excellent use of Microsoft Office and accurate typing abilities
• Meticulous attention to detail.
• Effective communication skills and ability to work within a team.
• Good customer focus.
• Able to establish and maintain effective working relationships
• Ability to touch type an advantage but not essential.

OBJECTIVE REQUIREMENTS

• Right to Work in Germany

• Operate the Helpdesk function in a professional and timely manner.
• Be the focal point for all contract enquires with the ability to provide contract/estate knowledge to end user as required.
• Extract all relevant details from callers to enable the correct allocation of resources to rectify the fault first time.
• Enter all information relating to the request onto the IT system and issue the work order task to relevant Supervisors/departments in a timely manner.
• Support the Helpdesk Manager in monitoring all work order tasks against response times, chasing up any outstanding work order tasks as they approach their target completion dates.
• Ensure all Helpdesk specific targets are achieved. If/when a Helpdesk target has failed ensure corrective action is implemented.
• Conduct regular reviews of the IT database ensuring all information is accurately maintained and report any discrepancies found directly to the Helpdesk Manager.
• Ensure all documents are accurately completed and hard copies archived correctly.
• Accept and forward on compliments and complaints to the Helpdesk Supervisor
• Assist with Monthly Inspections providing samples and evidence as and where required, ensuring any corrective actions are rectified asap.