Helpdesk Operative

1 week ago

London, United Kingdom ABM Full time

**Description**:
**JOB TITLE**: Helpdesk Operative

**LOCATIONS**:14 Pier Walk, SE10 0ES

**SHIFT PATTERN**: 4 on/4 off rotation 07:00 - 19:00 (Days)

**SALARY**: £32,017.44 or £14.66 / Hour

**ROLE OVERVIEW AND PURPOSE**

The Helpdesk Operative will form part of a team responsible for the recording, allocation and progressing of reactive engineering requests on the contract.

**KEY RESPONSIBILITIES**
- First point of contact for incoming telephone calls,
- Ensure compliance with statutory and company procedures across all functions,
- High attention to detail on all work submitted,
- Dispatch work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location and service delivery arrangements,
- Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand,
- Escalate any complaints or issues as required,
- Analysis of job history/running reports to avoid duplication,
- Undertake other duties as directed by management,
- Manage the completion process and ensure all closures are sent to the client,
- To demonstrate rapid response to customer issues and show a systematic approach to problem solving,
- To take reasonable care for the health and safety of him/herself and others.
- Contribute to reducing levels of customer complaints.

**REQUIRED SKILLS AND EXPERIENCE**
- Exceptional organisational skills,
- Ability to handle conflicting workloads and to work under pressure,
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always,
- Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients,
- Ability to set and achieve targets via effective engagement with stakeholder groups,
- Strong communications skills in both telephone and correspondence/report handling.

**Desirable**:

- A previous customer service representative or frontline support role is desirable,
- Experience in using CAFM system or asset management system.
- Rounded educational background and credible experience as a helpdesk operative

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