Service Desk Operator

Mitie Group plc.; Brandy Carr; On-site; GBP 20,000 - 25,000; Full time

Job summary

A major service provider is seeking a Customer Service Desk Advisor to operate the Helpdesk for West Yorkshire Police. The role involves handling service requests, delivering excellent customer service, and working a 12-hour shift pattern. Key qualifications include strong customer service skills and the ability to work under pressure. Candidates must be prepared for shift work that includes bank holidays and complete a Police Security check prior to starting. This role is critical to maintain operational efficiency.

Qualifications

• Excellent customer service skills.
• High standard of customer awareness.
• Able to assess and prioritise work.
• Good listening skills.
• Literate and numerate.
• Confident telephone manner.
• Keyboard skills.

Responsibilities

• Act as the point of contact for West Yorkshire Police Service Desk issues.
• Log, input, and allocate service requests accurately.
• Make decisions regarding service delivery.
• Monitor and update all service desk requests.
• Liaise with subcontractors regarding service issues.
• Report system and equipment faults.

Skills

Excellent customer service skills

High standard of customer awareness

Able to assess and prioritise work

Good listening skills

Confident telephone manner

Keyboard skills

Job description

Customer Service Desk Advisor (Shift working)

Position Overview

To effectively operate the Helpdesk and associated communication systems. Delivering a professional, efficient and customer‑orientated service as part of West Yorkshire Police PFI contract. To log service requests and communicate these requirements to MFM staff. The role is working on a shift pattern, 12 hour shifts, 7am‑7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off - shifts include bank holidays. The successful candidate will need to complete a Police Security check before commencing the role.

Responsibilities

• To be the point of telephone contact for West Yorkshire Police Service Desk issues covering 3 sites in West Yorkshire
• 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 liaise with subcontractors
• To report system and equipment faults to the appropriate personnel.
• Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of MFM.
• Carry out general administration duties when required.
• Be aware of the business continuity plan for the part of the business you work in.
• Be able to work 12 hour shifts, 7am‑7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off as part of a rota with other team members - shifts include bank holidays.

Qualifications

Essential

• Excellent customer service skills.
• High standard of customer awareness.
• Able to assess and prioritise work.
• Good listening skills.
• Literate.
• Numerate.
• Confident telephone manner.
• Keyboard skills.

Desirable

• A helpdesk / customer service background.
• Drivers License.