Helpdesk Co-ordinator

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

Mitie has a great opportunity for a Help Desk Coordinator for the Total Security Management Team working in Partnership with Sainsbury's.

The Help Desk Coordinator role is based on 48 hours per week contract with a 4 on 4 off shift pattern/ nights

Location - Northampton Head Office.

**Job Overview**
- Supporting colleagues across the client's network by creating a safe and secure environment
- Enabling store teams to make their store a safe place to work and shop
- Responsible for processing incoming telephone calls, requests for CCTV,
- Responsible for Incident Reports from multiple Sainsbury's locations
- Responsible for the end-to-end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.

**Main Duties**

Operations
- Responding to calls from the clients stores and other locations
- Call handling in line with current KPI
- Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current SOC processes
- Proactive live CCTV monitoring driven by risk-based deployment
- Reactive live CCTV monitoring and constant communication with store during a live incident
- Management of escalation processes in line with SOC process
- Working closely with SOC Analysts to detect, deter and disrupt all forms of crime against the client
- Input of security and crime incident data into the central database
- Management of CCTV evidence requests from stores in line with current process
- To provide a level of service that meets customer care requirements and to safely manage all activities
- Responsible for providing outstanding support and customer service for the client's colleagues
- Compliance to all SOC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
- To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements

**Person Specification**
- Operating experience of industry-standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
- An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding
- Previous achievement of performance targets and driving performance through utilising metrics
- A decisive and assertive decision maker
- Solid command of written and spoken English
- Experience of monitoring CCTV
- Experience of working within a demanding fast-paced environment
- Strong communication skills, both verbal and written, and customer service skills
- SIA Licence holder - CCTV & Guarding. (Training can be provided)
- Ability to work under pressure
- Experience of team working
- Reliable, flexible and discreet
- Experience of working in a controlled environment
- Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
- Ability to accurately follow detailed processes
- Ability to build and maintain relationships with a strong teamwork ethic
- A positive attitude and ability to deal with pressure professionally
- Good working knowledge of Microsoft Office, Outlook, Word and Excel

**What we are looking for**

While the above skills are desirable training can be provided

**Additional Information**

**It's the little things that count -**

On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, childcare vouchers and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work. A comprehensive training programme is in place to support personnel development