Helpdesk Operative

Abm Uk; Greater London; On-site; GBP 42,000 - 52,000; Full time

Job summary

ABM UK in London is seeking a Helpdesk Operative (Nights) to join a team handling reactive engineering requests on contract. You will be the first point of contact for incoming calls, vet requests in the CAFM system, and dispatch work to direct labour and contractors based on skillsets and location.

The role requires exceptional organisational skills, the ability to work under pressure, and strong communication at all levels.

Qualifications

• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling.
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service.
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
• Experience using CAFM or asset management systems.

Responsibilities

• First point of contact for incoming telephone calls.
• Vet service requests received via CAFM system.
• Dispatch work to direct labour and contractors based on skillset and location.
• Prioritise urgent jobs and dispatch engineers to meet demand.
• Escalate complaints or issues as required.
• Analyse job history to avoid duplication.
• Adhere to SLAs/KPIs including call answering times and email response times.
• Manage the fault closure process and ensure compliance.

Skills

Organisational skills

Work under pressure

Strong communication

Excellent telephone manner

Stakeholder management

Target setting

Education

Rounded educational background

Tools

CAFM system

Job description

JOB TITLE: Helpdesk Operative (Nights)

LOCATIONS: London EC2R

SHIFT PATTERN: 4 on / 4 off rotation 19:00 - 07:00 (Subject to change)

SALARY: Competitive

ROLE OVERVIEW AND PURPOSE

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

KEY RESPONSIBILITIES

Key duties and accountabilities include:

• First point of contact for incoming telephone calls.
• Vetting service requests received via CAFM system.
• Ensure compliance with statutory and company procedures across all functions.
• Dispatch work to both direct labour and contractors in a timely fashion based on the correct skillsets, 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.
• High attention to detail on all work submitted.
• Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails.
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving.
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times.
• Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.
• Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner.
• Contribute to reducing levels of customer complaints.
• To take reasonable care for the health and safety of him/herself and others.

Requirements

• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling
• 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.

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.