Mitie Cleaning & Hygiene Services
Facilities Helpdesk Operative
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Facilities Helpdesk Operative
Position Overview
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.
- Be aware of the business continuity plan for the part of the business you work in.
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What We Are Looking For
- 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.
Our market-leading offering provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
- When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at ashish.gautam@mitie.com.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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