Overview
Service Delivery Agent role at Mitie Cleaning & Hygiene Services. This listing appears with multiple references to a Helpdesk Operator. The responsibilities below reflect the described duties for the Helpdesk Operator as part of Mitie team responsibilities.
Responsibilities
* Serve as the first line of contact for the Mitie team by answering calls and emails to the helpdesk efficiently.
* Manage the flow of requests to ensure a continuous and efficient service.
* Log information onto a database and ensure timely input and output of all help desk data.
* Monitor performance against SLAs and work under pressure to meet deadlines while effectively managing workloads.
* Demonstrate high levels of service, professionalism, and adherence to Mitie policies, processes and procedures.
* Communicate clearly with customers, using strong written and verbal skills, and negotiate as needed to support role requirements.
* Utilise Microsoft Office and maintain confidentiality across the site while respecting stakeholder needs.
Qualifications
* Customer service experience, with the ability to manage phone and email requests.
* Strong literacy and numeracy skills.
* Proficiency in Microsoft Office and ability to learn and use related systems.
* Good planning and organisational skills; ability to handle multiple tasks and maintain confidentiality.
Benefits and Development
* Access to lifestyle benefits via Choices, including holiday purchase options and other voluntary benefits.
* Virtual GP access and financial wellbeing assistance (Salary Finance) with options to access earned pay before payday for a fee.
* High street discounts, cycle-to-work scheme, life cover up to four times salary, enhanced pension contributions, save-as-you-earn, and Mitie Matching Share Plan.
* Awards and recognition through Mitie Stars, with monthly cash prizes and potential year-end prizes.
* Training and development opportunities across a variety of learning resources.
Commitment to Inclusion
Mitie is committed to inclusive recruitment and accessible processes for all. If you require reasonable adjustments during the recruitment process due to disability or long-term conditions, please let us know during the process.
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