Facilities Helpdesk Operative

Mitie Group plc.; Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Job summary

MITIE is seeking a proactive Helpdesk professional to join our team in Newcastle upon Tyne. You will be the first point of contact for the Trust Helpdesk and MITIE employees, logging and allocating service requests and directing tasks to the appropriate staff.

Strong customer service skills, clear telephone etiquette, and the ability to prioritise workloads under pressure are essential. You will support reception duties and assist with administration while aligning with MITIE's objectives.

Qualifications

• A helpdesk/customer service background.
• Excellent customer service skills.
• Confident telephone manner.
• Able to assess and prioritise work.
• Good listening skills.
• Good communicator.
• Reliable.
• Flexible.
• Organised.
• Able to work on own initiative or as part of a team.
• Able to work under pressure.

Responsibilities

• To be the point of telephone contact for Trust Helpdesk and MITIE Employees.
• To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
• On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
• To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
• To report system and equipment faults to the appropriate personnel.
• Major Incident procedure.
• To monitor movement of estates staff whilst working shifts.
• To respond to BMS alarm, ensuring appropriate action taken.
• To cover general reception duties.
• Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of MITIE.
• Carry out general administration duties when required.
• To make regular calls to estates team out of hours.

Skills

Customer service

Telephone etiquette

Communication

Organisational skills

Ability to work under pressure

Teamwork

Time management

Listening skills

Reliability

Initiative

Keyboard skills

Tools

BMS alarm system

Job description

To effectively operate the Helpdesk and associated communication systems. Delivering a professional, efficient and customer-orientated service. To log service requests and communicate these requirements to MITIE staff and Trust.

Hours of Work: (Complete for Position to be advertised)

Responsibilities

• To be the point of telephone contact for Trust Helpdesk and MITIE Employees.
• To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
• On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
• To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
• To report system and equipment faults to the appropriate personnel.
• Major Incident procedure.
• To monitor movement of estates staff whilst working shifts.
• To respond to BMS alarm, ensuring appropriate action taken.
• To cover general reception duties.
• Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of MITIE.
• Carry out general administration duties when required.
• To make regular calls to estates team out of hours.

A helpdesk/customer service background.

• Excellent customer service skills.
• High standard of customer awareness.
• Keyboard skills.
• Confident telephone manner.
• Able to assess and prioritise work.
• Good listening skills.
• Good communicator.
• Reliable.
• Flexible.
• Organised.
• Able to work on own initiative or as part of a team.
• Able to work under pressure.