Helpdesk Operator
| Dyddiad hysbysebu: | 16 Rhagfyr 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Ionawr 2026 |
| Lleoliad: | CA20 1PG |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 87396 |
Crynodeb
Job Overview
-To work as part of the Helpdesk team within a commercial Contract providing operational support to teams across the UK, in a Facilities Management Environment. This is achieved by answering calls and e-mails, raising these in an efficient way to progress as reactive tasks for the operational delivery teams. To provide a world-class front-line service across all the customers within the collaboration.
Main Duties
-To pro-actively demonstrate and work to the Company's values of People, Passion, Fresh Thinking and Exciting Futures
-To answer calls, raise tasks, log concise/useful information within the contractual work management system and assign to a central planning function.
-To carry out all work in line with pre-determined service level timescales.
-To manage the day to day running of the helpdesk work distribution, planning and contingency management.
-To take a proactive approach to customer liaison and ensure concerns are dealt with or relayed to line management promptly.
-To understand and complete all work-related documentation accurately and on time.
-To understand and comply with policies and procedures.
-To manage work orders in appropriate manner ensuring service team lead is aware of all situations and escalations.
-To comply with all Health and Safety policies and procedures.
-To attend and fully participate in training and appraisal activities as required.
-To ensure any escalations are expedited in a timely fashion to adhere to the contractual obligations.
-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 undertake additional duties in line with capabilities as required.
-Building controller duties and associated training will be provided for this role, on completion of training you will be added to the rota.
-This is an onsite role.
-The Helpdesk is manned from 07:00 to 17:00 each day it is expected that your are flexible within these hours to ensure adequate coverage within the team.
What we are looking for
-Excellent, demonstrable customer management experience and proactive approach.
-Holds relevant qualifications/certificates (e.g. NVQ in Customer Service, Administration or equivalent) or has relevant Customer Helpdesk experience.
-Able to operate a Helpdesk system or equivalent IT skills.
-Able to remain calm when dealing with calls in a pressured environment.
-Team Player with ability to work under own initiative when required.
-Strong numeracy and literacy skills, and strong commercial awareness.
-Able to understand and act on both verbal and written instructions/procedures.
-Excellent listening and questioning skills.
-Able to remain calm when dealing with calls in a pressured environment.
-To work as part of the Helpdesk team within a commercial Contract providing operational support to teams across the UK, in a Facilities Management Environment. This is achieved by answering calls and e-mails, raising these in an efficient way to progress as reactive tasks for the operational delivery teams. To provide a world-class front-line service across all the customers within the collaboration.
Main Duties
-To pro-actively demonstrate and work to the Company's values of People, Passion, Fresh Thinking and Exciting Futures
-To answer calls, raise tasks, log concise/useful information within the contractual work management system and assign to a central planning function.
-To carry out all work in line with pre-determined service level timescales.
-To manage the day to day running of the helpdesk work distribution, planning and contingency management.
-To take a proactive approach to customer liaison and ensure concerns are dealt with or relayed to line management promptly.
-To understand and complete all work-related documentation accurately and on time.
-To understand and comply with policies and procedures.
-To manage work orders in appropriate manner ensuring service team lead is aware of all situations and escalations.
-To comply with all Health and Safety policies and procedures.
-To attend and fully participate in training and appraisal activities as required.
-To ensure any escalations are expedited in a timely fashion to adhere to the contractual obligations.
-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 undertake additional duties in line with capabilities as required.
-Building controller duties and associated training will be provided for this role, on completion of training you will be added to the rota.
-This is an onsite role.
-The Helpdesk is manned from 07:00 to 17:00 each day it is expected that your are flexible within these hours to ensure adequate coverage within the team.
What we are looking for
-Excellent, demonstrable customer management experience and proactive approach.
-Holds relevant qualifications/certificates (e.g. NVQ in Customer Service, Administration or equivalent) or has relevant Customer Helpdesk experience.
-Able to operate a Helpdesk system or equivalent IT skills.
-Able to remain calm when dealing with calls in a pressured environment.
-Team Player with ability to work under own initiative when required.
-Strong numeracy and literacy skills, and strong commercial awareness.
-Able to understand and act on both verbal and written instructions/procedures.
-Excellent listening and questioning skills.
-Able to remain calm when dealing with calls in a pressured environment.