Helpdesk Operative

About this job

JOB TITLE: Helpdesk Operative (Nights) LOCATIONS: London EC2R SHIFT PATTERN: 4 on / 4 off rotation 19:00 - 07:00 (Subject to change) SALARY: Competitive ROLE OVERVIEW AND PURPOSE The Helpdesk Operative will form part of a team responsible for the receiving, allocation and progressing of reactive engineering requests on the contract. KEY RESPONSIBILITIES Key duties and accountabilities include: • First point of contact for incoming telephone calls. • Vetting service requests received via CAFM system. • Ensure compliance with statutory and company procedures across all functions. • Dispatch work to both direct labour and contractors in a timely fashion based on the correct skillsets, geographical location and service delivery arrangements. • Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand. • Escalate any complaints or issues as required. • Analysis of job history/running reports to avoid duplication. • Undertake other duties as directed by management. • High attention to detail on all work submitted. • Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails. • To demonstrate rapid response to customer issues and show a systematic approach to problem solving. • Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times. • Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer. • Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner. • Contribute to reducing levels of customer complaints. • To take reasonable care for the health and safety of him/herself and others. Requirements • Exceptional organisational skills. • Ability to handle conflicting workloads and to work under pressure. • Strong communication skills in both telephone and correspondence/report handling • An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always. • Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients. • Ability to set and achieve targets via effective engagement with stakeholder groups. Desirable: • A previous customer service representative or frontline support role is desirable. • Experience in using CAFM system or asset management system. • Rounded educational background and credible experience as a helpdesk operative.