Helpdesk Operative

6 months ago

London, United Kingdom Mitie Full time

**Job Overview**

The Helpdesk Operative will manage the overall activity of the engineering teams and the jobs. Using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for customers, deliver a professional and efficient customer orientated service.

This will range from using internal engineers to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs. Once attendance has been met the Helpdesk Operative will also manage the completion of the job as well as ensuring that all parts and materials are accounted for, and all required documentation is completed.

Ensure the Estates department is compliant with all aspects of the contract and service delivery, in particular but not limited to: statutory obligations for the maintenance of properties, assets and systems and can always be readily evidenced.

This position will be contracted to work into the evening and at shift pattern of 7am-6pm Monday to Friday. Hybrid and remote working available.

**Main Duties**
- Act as the first point of contact for MITIE's Helpdesk for the site(s), ensuring that items are dealt with within the agreed contracted SLA's. Championing ‘5star customer service' meeting the expectation of our customers.
- To comply with Mitie policies and procedures and assisting managers in delivering high quality planned and reactive maintenance (maximised first-time-fix and mínimal remedials) to programme as evidenced and recorded in the Maximo 7.6 (CAFM). All planned maintenance to be completed by its due date and closed in the CAFM system (all documentation or other records required are uploaded and status of all jobs closed) within 3-working days of month end.
- To raise and schedule all reactive and planned works orders to the appropriate resource, paying attention to location, expertise, and response targets. To ensure that the engineer days are optimised to drive maximum productivity from the team.
- Monitor engineer daily activity and respond to issues as required.
- Monitor and update all work order service request and take appropriate action to prevent service level breeches.
- Arrange third party attendance where required, raising appropriate Purchase Orders and Work.
- Manage escalations, including client complaints or concerns or safety issues and support your peers as they require to resolve all issues promptly. Ensure full audit trails are maintained and evidenced where required
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.
- Report any issues or training needs to your Team Leader and /or via your divisional incident reporting system

**What we are looking for**
- Excellent ‘5 Star' customer service skills
- Experience working within a service delivery or contact centre.
- Possess strong IT skills.
- Knowledge, skills and experience of statutory and regulatory compliance
- Ability to find ways of solving or pre-empting problems.
- Demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
- Have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, engineers, contract and performance managers and third-party suppliers.
- Work effectively under pressure within a busy and diverse environment.

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