Helpdesk Operative

5 days ago

Oxford, United Kingdom Mitie Full time

We are looking for a Helpdesk Operator to be the customer facing representative for our services and to bind together the various services to act as one convenient point of contact to the building estate users/stakeholders. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations daily. As a Helpdesk Operator, you will set consistently high standards across your allocated area and share best practice with the rest of the team to ensure service delivery meets the needs of the customer and exceeds them wherever possible.

Helpdesk Operator to work in a team that constantly communicate together and keep each other updated in relation to all areas within the business. As the Helpdesk Operator you will be the first point of contact for FM related issues across the BMW Account and will take responsibility for logging calls on behalf of building occupants. You will have regular communication with stakeholders to communicate and update on any issues, queries and outstanding works and will be responsible for logging and chasing work orders on behalf of the client.

Reporting to the Helpdesk Manager.
- 06:00-15:00 M-F (with the caveat of covering shift as and when required, this will consist of a shift premium when shift work is required. The shift hour cover will be fully discussed at interview stage)

Main duties
- Raising jobs via the Contact Centre
- Assigning Work Orders to appropriate internal resource via scheduling tool Click
- Assigning Work Orders to appropriate Contractors via scheduling tool Click
- Data inputting within Maximo correctly and accurately
- To co-ordinate direct and sub-contract labour for optimum performance and to meet contractual obligations
- Communicating with Supervisors / Engineers / Suppliers / Subcontractors regarding Reactive & Quoted Works
- Chase up jobs logged on a regular basis to close off and chase up costs from suppliers and sub-contractors
- To ensure that so far as is reasonably practicable Mitie reacts efficiently and effectively in line with SLA's and KPI's
- To ensure the company H&S policy is adhered to within the sphere of responsibilities
- Co-ordinate helpdesk calls from client phone system ININ ensuring and issued out to relevant engineers/sub-contractors
- Manage SLA's on Maximo system and chase engineers before SLA failure
- Manage Reactive PPM closure on Maximo
- Helpdesk regular reporting
- Assist Lead Helpdesk with administration tasks
- To understand and comply with policies and procedures
- To carry out work in a safe and diligent manner
- To comply with all Health and Safety policies and procedures
- To attend and fully participate in training and appraisal activities as required
- To undertake additional duties in line with capabilities as required

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