Helpdesk Administrator

Mitie has a great opportunity for a Helpdesk Administrator to join the Mobile Services team.

The Helpdesk administrator is responsible for the day to day operation of a fast-paced business function. The role requires someone who is comfortable to work within a team but be adaptable to work on their own at times. You will be required to accurately log tasks and events onto the helpdesk systems and assign an appropriate priority level. The role requires someone who will be extremely customer focused and be able to deal with enquiries in a proactive and efficient manner and reports them to the customer in an effective way.

Main Duties

• To be polite, professional and friendly always with tenants, customers, clients and colleagues
• Build a rapport with the customers and stakeholders
• Manage the Helpdesk phone, aiming to answer all phone calls within 4 rings
• To understand and complete all work-related documentation accurately and on time
• Communicate with engineers and sub-contractors for call resolution with follow up chaser calls
• To understand and comply with policies and procedures
• To maintain records and compile reports for the customer
• Schedule and organise PPM visits which will include obtaining approval
• Liaise with sub-contractors to ensure service records are received promptly following completion of works

Person Specification:

• Well organised, self-motivated, professional and commercially aware
• Confident and professional working approach and appearance
• An effective communicator by phone, in writing and face to face
• Ability to work individually and as part of a team
• Resilient and tenacious with a ‘can do’ approach
• Flexible and adaptable
• Literate, numerate and IT skills to medium level user
• Ability to maintain attention to detail under pressure and to meet tight deadlines

It’s the little things that count -

On top of the usual rewards you’d expect to see from a large company, such as - holidays, pension, childcare vouchers and cycle to work schemes, we also provide many extra benefits to enhance our people’s well-being and enjoyment at work.

Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.