Reactive Helpdesk Operative
| Posting date: | 16 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 15 August 2025 |
| Location: | CV2 2DX |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 78821 |
Summary
Job OverviewEnsures there is a smooth operation maintained across the hospital, meeting the flow of requests received to ensure a continuous and efficient service. The first line of contact for the Mitie team. Answers all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of the available information and equipment.Ensures timely input and output of all associated help desk data, and live monitoring of performance against SLA's.Despatches reactive tasks and progresses them through to completion to meet customer needs and in line with the contract.Supervisors act as quality control, ensuring customer satisfaction through training employees properly and adhering to company policy.
Main DutiesManages the helpdesk functions and ensures that any requests received reach target times. All requests are chased and highlighted to management.Raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales.Understands and completes all work-related documentation accurately and on time.Produces daily and additional Reports as required providing information to the teams relating to service requests.Ensures that all departmental colleagues are using their respective smart devices or radios correctly, and in line with task durations.Ensures colleagues are always well informed to ensure smooth handover at shift change.Carries out all work in line with pre-determined service level agreement timescales.Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly.Offers customers feedback, as well as task tracking numbers for each call received.Undertakes additional duties in line with capabilities as required to fulfil requirements needed by the contract.Liaising with Engineers, Building Managers and Supervisors.Chasing Subcontractors to undertake planned and reactive works. What we are looking forHas similar experience, and has extensive knowledge of the hospital site and divisional structures.Has a strong standard of both literacy and numeracy skills.They possess an intermediate knowledge level of all Microsoft office packages. Fully competent in the use of PCs and other types of technologyPossesses good planning and organisational skills.Has developed excellent written, verbal communication and negotiation skills to support them in their role.Can operate a smartphones and radios once training provided.Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.Works well under pressure to meet the challenging deadlines.Has the ability to effectively plan and manage own workloads, however, understands when to ask for support when needed.Demonstrates a positive 'can do' attitude and can flex their style to meet the needs of the business.Represents Mitie and the client at all times in a professional, courteous and confident manner.
Main DutiesManages the helpdesk functions and ensures that any requests received reach target times. All requests are chased and highlighted to management.Raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales.Understands and completes all work-related documentation accurately and on time.Produces daily and additional Reports as required providing information to the teams relating to service requests.Ensures that all departmental colleagues are using their respective smart devices or radios correctly, and in line with task durations.Ensures colleagues are always well informed to ensure smooth handover at shift change.Carries out all work in line with pre-determined service level agreement timescales.Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly.Offers customers feedback, as well as task tracking numbers for each call received.Undertakes additional duties in line with capabilities as required to fulfil requirements needed by the contract.Liaising with Engineers, Building Managers and Supervisors.Chasing Subcontractors to undertake planned and reactive works. What we are looking forHas similar experience, and has extensive knowledge of the hospital site and divisional structures.Has a strong standard of both literacy and numeracy skills.They possess an intermediate knowledge level of all Microsoft office packages. Fully competent in the use of PCs and other types of technologyPossesses good planning and organisational skills.Has developed excellent written, verbal communication and negotiation skills to support them in their role.Can operate a smartphones and radios once training provided.Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.Works well under pressure to meet the challenging deadlines.Has the ability to effectively plan and manage own workloads, however, understands when to ask for support when needed.Demonstrates a positive 'can do' attitude and can flex their style to meet the needs of the business.Represents Mitie and the client at all times in a professional, courteous and confident manner.