Ref:
87545
Location:
Wakefield
Employment:
Full time
Role Classification:
1

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Customer Service Desk Advisor (Shift working)

Position Overview

To effectively operate the Helpdesk and associated communication systems. Delivering a professional, efficient and customer-orientated service as part of West Yorkshire Police PFI contract. To log service requests and communicate these requirements to MFM staff.

The role is working on a shift pattern, 12 hour shifts, 7am-7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off - shifts include bank holidays. The successful candidate will need to complete a Police Security check before commencing the role.

Responsibilities

To be the point of telephone contact for West Yorkshire Police Service Desk issues covering 3 sites in West Yorkshire
To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
To liaise with subcontractors
To report system and equipment faults to the appropriate personnel.
Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of MFM.
Carry out general administration duties when required.
Be aware of the business continuity plan for the part of the business you work in.
Be able to work 12 hour shifts, 7am-7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off as part of a rota with other team members - shifts include bank holidays.

What we are looking for

Essential

Excellent customer service skills.
High standard of customer awareness.
Able to assess and prioritise work.
Good listening skills.
Literate.
Numerate.
Confident telephone manner.
Keyboard skills.

Desirable

A helpdesk / customer service background.
Drivers License

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 80,000 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.