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MITIE GROUP PLC
,
Truro, Cornwall
Helpdesk Operator (Healthcare)
Overview
Job Description
Company Description Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us. Job Description Contract Type: Fixed Term Contract for Minimum 3 Months Hours: Flexible - Various Shift Patterns Available Salary: 8.72 per hour Your new role as a Helpdesk Operator will include the following duties: * Manages the helpdesk functions and ensures that any requests received reach target times. * Answers calls within agreed number of rings, raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales. * Produces daily and additional reports as required providing information to the teams relating to service requests. * Ensures that all departmental colleagues are using their respective smart devices or radios correctly, and in line with task duration's * Ensures colleagues are always well informed to ensure smooth handover at shift change. * Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly * Offers customers feedback, as well as task tracking numbers for each call received. * Undertakes additional duties in line with capabilities as required to fulfil requirements needed by the contract Qualifications * Has previous experience in a similar work environment * Has strong literacy and numeracy skills, ability to communicate clearly and effectively. * Good knowledge level of all Microsoft office packages and fully competent in the use of PCs and other types of technology. * Can operate a smartphones and radios once training provided * Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders. * Works well under pressure to meet the challenging deadlines * Can effectively plan and manage own workload. Additional Information Health and Safety responsibilities: * Follow Group and company policies and procedures at all times; * Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment; * Use all work equipment and personal PPE properly and in accordance with training received; * Report any issues or training needs to your Line manager and /or via your divisional incident reporting system; Information Security: * Ensure compliance with Mitie's information security procedures in all activities; * Proactively identify and report security risks to your manager; * Report actual and suspected security incidents; Note: This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business. Qualifications: Has previous experience in a similar work environment Has strong literacy and numeracy skills, ability to communicate clearly and effectively. Good knowledge level of all Microsoft office packages and fully competent in the use of PCs and other types of technology. Can operate a smartphones and radios once training provided Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders. Works well under pressure to meet the challenging deadlines Can effectively plan and manage own workload. Responsibilities: Contract Type: Fixed Term Contract for Minimum 3 Months Hours: Flexible - Various Shift Patterns Available Salary: 8.72 per hour Your new role as a Helpdesk Operator will include the following duties: Manages the helpdesk functions and ensures that any requests received reach target times. Answers calls within agreed number of rings, raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales. Produces daily and additional reports as required providing information to the teams relating to service requests. Ensures that all departmental colleagues are using their respective smart devices or radios correctly, and in line with task duration's Ensures colleagues are always well informed to ensure smooth handover at shift change. Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly Offers customers feedback, as well as task tracking numbers for each call received. Undertakes additional duties in line with capabilities as required to fulfil re