To effectively operate the Helpdesk and associated communication systems at HSE Buxton, delivering a professional, efficient and customer-orientated service. To log service requests and communicate these requirements to Mitie staff, liaising with customers, ensuring deadlines are met, and carrying out general administration tasks.
Responsibilities
- Answer calls and emails directed to the Helpdesk.
- Issue Reactive Helpdesk calls to Managers/Engineers, applying the appropriate priority required.
- Monitor times and dates and chase jobs. Inform Managers of any jobs which are about to go out-of-date.
- Carryout administrative support and general duties assigned by the Helpdesk Manager
- 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 report system and equipment faults to the appropriate personnel.
- To respond to all reported alarms, ensuring appropriate action taken.
- Data input for work orders to be raised and filing of job sheets.
- Managing pool vehicles and the pool vehicle log.
- Issue additional work tasks to Managers as applicable. Record and monitor progress of additional works.
- Close and update PPMs on helpdesk once completed.
- Provide general administrative support.
- Assist with the monthly reporting
- Ensure record keeping, reports and processes are updated on a regular basis
- Log any outgoing written correspondence
- Follow all company and site procedures
Knowledge skills & experience
Essential
- Excellent customer service skills.
- High standard of customer awareness.
- Keyboard skills.
- Confident telephone manner.
- Able to assess and prioritise work.
- Good listening skills.
- Literate & numerate
Desired
- A helpdesk/customer service background
- Familiarity with Microsoft Outlook, Excel and Word
- Familiarity with Health and Safety
Person
- Good communicator.
- Reliable.
- Flexible.
- Organised.
- Able to work on own initiative or as part of a team.
