Contract: Permanent
Type: Part Time
Hours: 27.5
Pay: £14.19 p/h
Location: Royal Victoria Infirmary - Newcastle upon Tyne

We are looking for a Helpdesk Operator to join our team.   

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. 

The Helpdesk Operator will be responsible for :  

• Log calls / jobs on the CAFM database, by telephone, email or in person. 

• Allocating works orders to directly employed maintenance team and / or supply chain. 

• Tracking job progress against pre-determined KPI's including maximum allowable response and 

• rectification times and implementing escalation procedures. 

• Report back to clients and contract staff on job progress and completion – produce reports. 

• General administration duties as and when required. 

• Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance 

Essential 
1.Demonstrate a minimum of 1 years previous experience in a similar service role 
2.Previous experience in a busy office environment 
3. Experience in scheduling/coordinating engineer workloads