Helpdesk Operative

Job Overview

The service desk functions as a support service and serves as a liaison between Mitie, clients, and site operation teams. The primary responsibility is to consistently deliver high levels of service, maintain a professional demeanour, and adhere to Mitie's policies, processes, and procedures. As a Service Desk Operative, your role involves overseeing the flow of received requests to ensure a seamless and efficient service. Collaboration with team members is essential to achieve optimal resolutions in line with the contracts. In this capacity, you will be accountable for the effective management of service requests, precise data recording, and ensuring that all activities align with Service Level Agreements and Key Performance Indicators.

Main Duties

As a Service Desk operative, your key responsibilities will include :

Service Request Management :

• Receive and log service failure requests from phone and email.
• Gather detailed information from users to understand the nature and urgency of each request.
• Accurately document all relevant information in the service management system.

SLA / KPI Compliance :

Data Accuracy and Reporting :

Customer Communication :

Jeprody Management :

Collaboration :

What we are looking for

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