Strategic Accounts Helpdesk Administrator

Since 1987, Mitie's 68,000 employees, have been serving companies and communities across the world. We're the UK's leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we're very proud of this. Join us and together there's no limit to what we can achieve.

**Servicedesk Administrator**:

- T2, Birmingham, United Kingdom
- Full-time

**COMPANY DESCRIPTION**:
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.

**JOB DESCRIPTION**:
Reporting to the Head of strategic / Key Accounts you will work with our internal teams on a range of service delivery for our client including work order updates, engineer co-ordination, compliance escalations, client queries / escalations, workflow input and management.

**The main responsibilities being**:

- Ensuring that all client issues are dealt with courteously, professionally, and promptly.
- Taking ownership of queries from start to finish, proactively finding the right solution for them based on their needs.
- Always Portraying a professional image
- Managing a busy shared inbox.
- Using our internal tracking to capture and review data.
- Using One Drive as a collaborative team tool.
- Liaising with the Delivery teams and actively contributing to the ongoing development and improvement of our service Delivery
- Workflow to issue and raise all requests for operational delivery
- Maximo data management, query management work, order extract for delivery of remedials reactive works and follow up quotations all PO's
- Siclops manual load of Maximo data to issue for delivery including all fixed SLAs
- Data issued to delivery streams and all data managed from Maximo and SLA's from operational delivery
- Paperwork uploaded to Maximo and

**QUALIFICATIONS**:
**What we expect of our Helpdesk Administrator**
- Proactive in building knowledge and expertise in the services we provide to our clients.
- Excellent problem-solving skills.
- Sensitivity and understanding of the specific needs of our clients, focusing on always protecting information.
- Pride in being professional, approachable, and friendly.
- Passionate about creating an outstanding customer experience for clients and colleagues from all levels within the firm.
- Experience in handling issues calmly and effectively, ensuring that client needs are met and seeking referral where appropriate.
- Excellent standard of communication.
- Experience with Siclops / Maximo would be beneficial

**ADDITIONAL INFORMATION**:
**Health and Safety responsibilities**:

- Always follow Group and company policies and procedures.
- 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 Line manager and /or via your divisional incident reporting system.

**Information Security**:

- Ensure compliance with Mitie's information security procedures in all activities.
- Proactively identify and report security risks to your manager.
- Report actual and suspected security incidents.

**Note**:
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.