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Job Overview

• To effectively operate a 24/7 Helpdesk on site 8am to 5pm Monday to Friday and associated communication systems. Delivering a professional, efficient and customer-orientated service. To log service requests and communicate these requirements to IFM staff and Trust

Main Duties

• To be the point of telephone contact for Trust Helpdesk and Mitie Employees.
• To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
• On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
• To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
• To report system and equipment faults to the appropriate personnel.
• Be aware of Major Incident procedure.
• To monitor movement of estates staff whilst working shifts.
• To respond to BMS alarm, ensuring appropriate action taken.
• Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of Mitie.
• Carry out general administration duties when required.
• Raise Purchase orders
• Be aware of the business continuity plan for the part of the business you work in.
• Sign in of Contractors via Sky Visitor

What we are looking for

• A helpdesk/customer service background.
• Excellent customer service skills.
• High standard of customer awareness.
• Keyboard skills.
• Confident telephone manner.
• Able to assess and prioritise work.
• Good listening skills.
• Literate.