Facilities Helpdesk Operative – Customer-Focused Support

Mitie Cleaning & Hygiene Services; Newcastle upon Tyne; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Salary Finance

MiDeals discounts

Cycle to work

Life cover

Enhanced pension contributions

Mitie Stars rewards

Job summary

Mitie is seeking a Facilities Helpdesk Operative in Newcastle upon Tyne to operate the Helpdesk and communication systems, logging service requests and directing tasks to Mitie staff and the Trust. You will be the first point of contact for Helpdesk users and Mitie employees, providing a professional and customer-focused service.

The role includes monitoring requests, updating tickets, responding to alarms, assisting with Major Incident procedures, and performing general administration and

Qualifications

• Experience in helpdesk or customer service required.
• Excellent customer service and awareness.
• Strong keyboard skills and confident telephone manner.
• Ability to assess, prioritise and organise workload.
• Able to work independently and in a team under pressure.

Responsibilities

• Be the first point of telephone contact for Trust Helpdesk users and Mitie employees.
• Answer, log, input and allocate service requests accurately and in a timely manner, directing the appropriate personnel to undertake tasks.
• Monitor and update all service desk requests, taking appropriate action to prevent non-compliant incidents in line with policies and procedures.
• Respond to BMS alarms, report system and equipment faults, and support Major Incident procedures.
• Carry out general administration duties, reception cover and monitor the movement of estates staff during shifts.

Skills

Helpdesk experience

Customer service

Keyboard skills

Telephone manner

Prioritisation skills

Teamwork

Job description

Mitie is seeking a Facilities Helpdesk Operative in Newcastle upon Tyne to operate the Helpdesk and communication systems, logging service requests and directing tasks to Mitie staff and the Trust. You will be the first point of contact for Helpdesk users and Mitie employees, providing a professional and customer-focused service.

The role includes monitoring requests, updating tickets, responding to alarms, assisting with Major Incident procedures, and performing general administration and