Helpdesk Operator

Mitie; England; On-site; GBP 23,000 - 30,000; Full time

Job summary

A Facilities Management company is seeking a dedicated Helpdesk professional to provide operational support across the UK. The role involves answering calls and emails, logging tasks, and managing the helpdesk's work distribution. Successful candidates will demonstrate strong customer management skills and hold relevant qualifications. The position requires flexibility during working hours and a proactive approach to customer concerns, ensuring high-quality service delivery in a fast-paced environment.

Qualifications

• Demonstrable customer management experience in a busy environment.
• Relevant qualifications in customer service or administration.
• Ability to operate Helpdesk systems effectively.

Responsibilities

• Answer calls and emails to provide operational support.
• Log information and assign tasks within the work management system.
• Manage day-to-day helpdesk work distribution and planning.

Skills

Customer management experience

IT skills

Calm under pressure

Team player

Strong communication skills

Education

NVQ in Customer Service or equivalent

Job description

Job Overview: To work as part of the Helpdesk team within a commercial contract providing operational support to teams across the UK, in a Facilities Management Environment. This is achieved by answering calls and emails, raising these efficiently to progress as reactive tasks for the operational delivery teams. To provide a world‑class front‑line service across all customers within the collaboration.

Main Duties

• To pro‑actively demonstrate and work to the Company's values of People, Passion, Fresh Thinking and Exciting Futures
• To answer calls, raise tasks, log concise/useful information within the contractual work management system and assign to a central planning function
• To carry out all work in line with pre‑determined service level timescales
• To manage the day‑to‑day running of the helpdesk work distribution, planning and contingency management
• To take a proactive approach to customer liaison and ensure concerns are dealt with or relayed to line management promptly
• To understand and complete all work‑related documentation accurately and on time
• To manage work orders appropriately ensuring the service team lead is aware of all situations and escalations
• To comply with all Health and Safety policies and procedures
• To attend and fully participate in training and appraisal activities as required
• To ensure any escalations are expedited in a timely fashion to adhere to the contractual obligations
• To carry out work in a safe and diligent manner
• To undertake additional duties in line with capabilities as required
• Building controller duties and associated training will be provided for this role; on completion of training you will be added to the rota
• This is an onsite role
• The Helpdesk is manned from 07:00 to 17:00 each day; it is expected that you are flexible within these hours to ensure adequate coverage within the team

What we are looking for

• Excellent, demonstrable customer management experience and proactive approach
• Holds relevant qualifications/certificates (e.g. NVQ in Customer Service, Administration or equivalent) or has relevant Customer Helpdesk experience
• Able to operate a Helpdesk system or equivalent IT skills
• Able to remain calm when dealing with calls in a pressured environment
• Team player with ability to work under own initiative when required
• Strong numeracy and literacy skills, and strong commercial awareness
• Able to understand and act on both verbal and written instructions/procedures
• Excellent listening and questioning skills