Looking to move roles but not leaving the Mitie family?
Why not share your experience with others about life at Mitie?
Better places, thriving communities.
Job Overview
Ensures there is a smooth operation maintained across the hospital, meeting the flow of requests received to ensure a continuous and efficient service.
The first line of contact for the Mitie team. Answers all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of the available information and equipment.
Ensures timely input and output of all associated help desk data, and live monitoring of performance against SLA's.
Despatches reactive tasks and progresses them through to completion to meet customer needs and in line with the contract.
Supervisors act as quality control, ensuring customer satisfaction through training employees properly and adhering to company policy.
Main Duties
Manages the helpdesk functions and ensures that any requests received reach target times. All requests are chased and highlighted to management.
Raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales.
Understands and completes all work-related documentation accurately and on time.
Produces daily and additional Reports as required providing information to the teams relating to service requests.
Ensures that all departmental colleagues are using their respective smart devices or radios correctly, and in line with task durations.
Ensures colleagues are always well informed to ensure smooth handover at shift change.
Carries out all work in line with pre-determined service level agreement timescales.
Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly.
Offers customers feedback, as well as task tracking numbers for each call received.
Undertakes additional duties in line with capabilities as required to fulfil requirements needed by the contract.
Liaising with Engineers, Building Managers and Supervisors.
Chasing Subcontractors to undertake planned and reactive works.
What we are looking for
Has similar experience, and has extensive knowledge of the hospital site and divisional structures.
Has a strong standard of both literacy and numeracy skills.
They possess an intermediate knowledge level of all Microsoft office packages. Fully competent in the use of PCs and other types of technology
Possesses good planning and organisational skills.
Has developed excellent written, verbal communication and negotiation skills to support them in their role.
Can operate a smartphones and radios once training provided.
Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.
Works well under pressure to meet the challenging deadlines.
Has the ability to effectively plan and manage own workloads, however, understands when to ask for support when needed.
Demonstrates a positive 'can do' attitude and can flex their style to meet the needs of the business.
Represents Mitie and the client at all times in a professional, courteous and confident manner.
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!
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.
Since 1987, Mitie’s 76,000 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.
Join our Mitie Team.
Together our diversity makes us stronger.