Helpdesk Operative

at  Mitie

Are you a passionate with Customer Service experience? Are you able to deliver high levels of service with attention to detail?

We are looking for a Helpdesk Operative to join our team.

• To manage phone call and email requests
• To manage and schedule engineer works
• To log data through our CAFM System.
• To support employees

As a Helpdesk Operative, you would manage the flow of requests received, to ensure a constant and efficient service. You must ensure timely input and output of all related Helpdesk data, and live governance of performance against SLA’s. You should be able to work under pressure to meet with strict deadlines while effectively managing workloads ensuring full end to end case management to accurately report requests and enquiries relating to open jobs. You will also ensure our CAFM system is maintained with relevant updates.

Also to ensure the following:

• Calls are answered promptly, and queries are dealt with efficiently.
• To answer calls in a professional and friendly manner.
• Continuously demonstrate excellent knowledge and use the information you have available.
• Proactively process all reported jobs on the system.
• To attend training courses organised by Mitie.
• Respond to exec requests as priority, ensuring everything is done to fulfil their requests.
• Take full responsibility to report any faults in the Helpdesk area.
• Understand the nature and priority of colleague’s issue through effective questioning and listening skills.
• Taking ownership for resolving queries and complaints received.
• Monitoring the progress of “open” calls and keeping the colleague informed of progress.
• Ensuring completion of jobs to colleague’s expectations.
• Liaising with suppliers – both Mitie business units and third-party sub-contractors.
• To work in partnership with Team Manager and client to deliver against a variety of business KPI’s.
• Establish and maintain effective relationships with colleagues.

As the first line of contact for the Mitie team, you will be meeting the needs of customers and making full use of the available information and equipment and ensure Mitie’s policies, processes and procedures are followed.
You should have a strong standard of both literacy and numeracy and be confident with your knowledge of Microsoft office. You can demonstrate excellent written and verbal communication and negotiation skills to support you in your role. You should possess good planning and organisational skills and can maintain confidentiality across the site while respecting the needs of all stakeholders

Please refer the Job description for details