Helpdesk Operative

Job Overview

The service desk functions as a support service and serves as a liaison between Mitie, clients, and site operation teams. The primary responsibility is to consistently deliver high levels of service, maintain a professional demeanour, and adhere to Mitie's policies, processes, and procedures. As a Service Desk Operative, your role involves overseeing the flow of received requests to ensure a seamless and efficient service.

Collaboration with team members is essential to achieve optimal resolutions in line with the contracts. In this capacity, you will be accountable for the effective management of service requests, precise data recording, and ensuring that all activities align with Service Level Agreements and Key Performance Indicators.

As a Service Desk operative, your key responsibilities will include:

• Service Request Management:
  • Receive and log service failure requests from phone and email.
  • Gather detailed information from users to understand the nature and urgency of each request.
  • Accurately document all relevant information in the service management system.
• SLA/KPI Compliance:
  • Assign appropriate SLAs and KPIs to each service request based on its urgency and impact on business operations.
  • Monitor and manage the lifecycle of each request to ensure compliance with established SLAs and KPIs.
  • Proactively communicate with teams to provide updates on request status.
• Data Accuracy and Reporting:
  • Maintain a high level of accuracy in recording and updating data in the service management system.
  • Generate and analyse regular reports on SLA and KPI performance, identifying trends and areas for improvement.
  • Collaborate with other teams to gather relevant data for reporting purposes.
  • Mitigate risk where possible. Ensure potential escalations are addressed and actioned promptly.
• Customer Communication:
  • Provide clear and timely communication to customers regarding the status of their service requests.
  • Escalate issues and delays to the appropriate teams while maintaining a proactive approach to problem resolution.
• Jeprody Management:
  • Demonstrate a commitment to performance excellence and employ effective risk management strategies to ensure the timely update of all ongoing tasks within the system.
  • Engage in proactive collaboration with site operations teams, ensuring timely reminders for them to furnish ongoing updates and complete tasks within specified time frames.
  • Actively identify trends or discrepancies in reported data and take initiative to provide additional support to site operations where necessary.
• Collaboration:
  • Collaborate with other departments to ensure seamless coordination of services.
  • Work closely with other teams to understand the nature of requests and facilitate efficient resolution.
  • Build a strong commercial understanding of how data inputted can affect the deduction calculation.

• Strong organisational and multitasking abilities.
• Excellent communication skills, both written and verbal.
• Knowledge of SLA and KPI concepts.
• Problem‑solving skills and a proactive approach to challenges.
• A good general education with relevant experience of working within a high demand team.
• Ability to quickly build credible relationships with a management team and clients.
• Sound relationship and interpersonal skills.
• PC literate with Excel and Word skills.