Helpdesk Operator/ Team Assistant

at  Mitie

EDUCATION / QUALIFICATIONS / TRAINING

• GSCE Levels or Equivalent
• Diploma or Equivalent
• Business Office Administration or similar

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

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.

• 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.
• Ensure all documents are accurately completed and hard copies archived correctly.
• Accept and forward on compliments and complaints to the Helpdesk Manager
• Deliver admin support for the wider Mitie Team. This will include but not be limited to use of Office 365, Outlook, filing, scanning and Sharepoint.
• Add information and attachments to database (for which training will be given.
• Confident use of Sharepoint
• Run and analyse reports
• Be adaptable as tasks will differ from day to day