Warning
This job advert has expired and applications have closed.
Helpdesk Operative
| Posting date: | 07 August 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 06 September 2024 |
| Location: | W1K 3JP |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 57616 |
Summary
We are looking for a Helpdesk Operator to join our team.
You'll be a passionate individual, with Customer Service experience to manage phone call and email requests, support employees and log information onto a database.
You should be capable of delivering high levels of service, always remain professional and ensure Mitie's policies, processes and procedures are followed. As a Helpdesk Operator you would be responsible for managing the flow of requests received, to ensure a continuous and efficient service.
As the first line of contact for the Mitie team, you will be answering all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of the available information and equipment. You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA's. You should be able to work under pressure in order to meet with challenging deadlines while effectively managing workloads.
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.
Main duties
· Data inputting on Elogs and Maximo correctly and accurately.
· Answer the telephone and respond to all email enquiries in a timely manner.
· To co-ordinate direct and sub-contract labour for optimum performance and to meet contractual obligations.
-Communicating with Supervisors / Engineers / Suppliers / Subcontractors regarding Reactive & Quoted Works
-Chase up jobs logged on weekly basis regulary to close off and chase up costs from suppliers and sub-contractors.
· To ensure that so far as is reasonably practicable MTFM reacts efficiently and effectively in line with SLA's and KPI's.
· To ensure the company H&S policy is adhered to within the sphere of responsibilities.
·
· Co-ordinate helpdesk calls from Elogs ensuring this are updated on Elogs and issued out to relevant engineers/sub-contractors
· Manage SLA's on Maximo/Elogs systems and chase engineers before SLA failure
· Manage Reactive PPM closure on Maximo/Elogs
· Helpdesk regular reporting
· Raise Purchase Orders
· Receipting PO's raised
· Assist Lead Helpdesk with administration tasks
-To understand and complete all work related documentation accurately and on time
- To understand and comply with policies and procedures
- To carry out work in a safe and diligent manner
- To comply with all Health and Safety policies and procedures
- To attend and fully participate in training and appraisal activities as required
· To undertake additional duties in line with capabilities as required
You'll be a passionate individual, with Customer Service experience to manage phone call and email requests, support employees and log information onto a database.
You should be capable of delivering high levels of service, always remain professional and ensure Mitie's policies, processes and procedures are followed. As a Helpdesk Operator you would be responsible for managing the flow of requests received, to ensure a continuous and efficient service.
As the first line of contact for the Mitie team, you will be answering all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of the available information and equipment. You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA's. You should be able to work under pressure in order to meet with challenging deadlines while effectively managing workloads.
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.
Main duties
· Data inputting on Elogs and Maximo correctly and accurately.
· Answer the telephone and respond to all email enquiries in a timely manner.
· To co-ordinate direct and sub-contract labour for optimum performance and to meet contractual obligations.
-Communicating with Supervisors / Engineers / Suppliers / Subcontractors regarding Reactive & Quoted Works
-Chase up jobs logged on weekly basis regulary to close off and chase up costs from suppliers and sub-contractors.
· To ensure that so far as is reasonably practicable MTFM reacts efficiently and effectively in line with SLA's and KPI's.
· To ensure the company H&S policy is adhered to within the sphere of responsibilities.
·
· Co-ordinate helpdesk calls from Elogs ensuring this are updated on Elogs and issued out to relevant engineers/sub-contractors
· Manage SLA's on Maximo/Elogs systems and chase engineers before SLA failure
· Manage Reactive PPM closure on Maximo/Elogs
· Helpdesk regular reporting
· Raise Purchase Orders
· Receipting PO's raised
· Assist Lead Helpdesk with administration tasks
-To understand and complete all work related documentation accurately and on time
- To understand and comply with policies and procedures
- To carry out work in a safe and diligent manner
- To comply with all Health and Safety policies and procedures
- To attend and fully participate in training and appraisal activities as required
· To undertake additional duties in line with capabilities as required