Helpdesk Operative

2 days ago

Manchester, United Kingdom Mitie Full time

**Job Overview**

In your new role as a Customer Delivery Advisor you will manage requests coming through to the helpdesk, ensuring that these are all dealt with within target times. You will answer calls within an agreed number of rings, raise tasks and log information, as well as assign relevant teams to each request. You will produce reports as required and support departmental colleagues, ensuring that they are well informed.

**Customer service desk advisors' **main responsibility is raising and managing service requests, including the following responsibilities:

- Be the point of contact between Mitie and the customer, taking initial contact from multiple customers
- Raising of various types of service requests, ensuring they are logged on the system and routed correctly
- Capturing the correct information and diagnosis, informing the appropriate response
- Collecting important details that may affect the priority or highlight health and safety concerns
- Actively chasing and escalating jobs and ensuring they are progressing down the correct route
- Remaining responsive to customer queries and needs, providing updates on inflight work
- Complaint and compliment handling, resolving any complaints in an efficient and professional manner
- Effectively work alongside various Mitie departments to ensure requests are dealt with correctly

**What we are looking for**

In order to be successful in this role you should have experience within a similar role. You will have good working knowledge of Microsoft packages and PC's, with excellent written and verbal communication. You will also have a positive can-do attitude with the ability to work well under pressure to ensure deadlines and targets are met.

**Working Hours**

We are looking for people to work at the weekend and shift patterns during Monday - Friday. We have vacancies on Saturday, Sunday, school hours (e.g. 9am-3pm), lunchtime cover (e.g. 10am - 2pm). What works for you? If these shifts don't fit your requirements, let us know what could **suit** you and we are happy to chat about it?

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