Helpdesk Operative

5 months ago

London, United Kingdom Mitie Full time

**Helpdesk Operative**

**Job Overview**

Delivering the exceptional, every day

Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture - our core values and how we behave:

- We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job Objectives

Ensures there is a smooth operation maintained across the hospital, meeting the flow of requests received to ensure a continuous and efficient service.
- Handles calls including (but not limited to) portering, catering, cleaning, pest control, window cleaning, security and post.
- 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 in order to meet customer needs
- Supervisors act as quality control, ensuring customer satisfaction through training employees properly and adhering to company policy.

Main duties Quality and Assurance Manager

**Main Duties**
- Manages the helpdesk functions and ensures that any requests received reach target times. All requests are chased and highlighted to management
- Answers calls within agreed number of rings, 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

What we are looking for

Has 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 technology
- Possesses 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

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