Job Title: Helpdesk Operative
Salary: £20,000-25,000 per annum
Position Type: Permanent
Type of Employment: Full Time
Hours: 40 hours per week
Location: British Transport Police, Minton Place, Swindon, Wiltshire, England, SN1 1DA

We are looking for a Helpdesk Operator to join our brand new team, based in Great Western Railway's offices in Milford House Swindon. 

You'll be a passionate individual, with Customer Service experience to manage phone call and email requests, support employees and log information onto a database. 

You should be capable of delivering high levels of service, always remain professional and ensure Mitie's policies, processes and procedures are followed.  As a Helpdesk Operator you would be responsible for managing the flow of requests received, to ensure a continuous and efficient service. 

As the first line of contact for the Mitie team, you will be answering all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of the available information and equipment.  You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA's. You should be able to work under pressure in order to meet with challenging deadlines while effectively managing workloads. 

You should have a strong standard of both literacy and numeracy and be confident with your knowledge of Microsoft office. You can demonstrate excellent written and verbal communication and negotiation skills to support you in your role. You should possess good planning and organisational skills and can maintain confidentiality across the site while respecting the needs of all stakeholders.

Typical duties will include. 

The process involves logging jobs into our CAFM system based on requests received through phone calls, emails, or AI-driven requests. Engineers and subcontractors are scheduled to attend to the required work, ensuring timely and efficient service. Additionally, purchase orders are raised for labor and materials, and goods receipt invoices are processed to ensure prompt payment to suppliers.

There will be an agreed level of flexible working allowed, so long as we maintain a reasonable presence on site. This will be approved by the helpdesk manager.