Helpdesk Operator

Job Title: Helpdesk Operator

Shift Pattern: Monday - Friday 9AM - 5PM

Hourly Pay Rate: £13.45

Location: Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

This role is an office based role.

Job Description:

Handling and processing of customer orders, enquiries and all communications

Answering all incoming calls with a professional manner

Updating all customers with professional email etiquette

Processing and maintaining customer records

Loading all reactive works on C4W with correct SLA's

Prioritising with good attention to detail all call outs received regarding SLA's

Ensuring all call outs logged have correct information within C4W - ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required

Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot

Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal

Liaising between internal departments to resolve any customer issues

Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system

Distributing follow-on calls from engineers PDA's to relevant teams/schedulers

Ensure that all procedures in place within the BMS are followed

Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives

Assist with scheduling team updates to customers

Excellent attention to detail

Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager

Carry out any other duties as requested by Management

Essential

A minimum of one year's customer service experience in a customer-facing role is required.

Applicants must have a 5-year checkable history.

You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.