About the role:
As a Service Desk/CCTV operator, you’ll be a vital member of a helpful, reliable and enthusiastic Service Desk team who act as the first point-of-contact for our colleagues. You’ll be playing an integral role in providing IT support and responding to property related issues throughout the Society, resolving issues as they arise or delegating them to appropriate teams where necessary. No two days will be the same in this role as duties will include (but are not limited to):
1. Monitoring our CCTV systems and responding to CCTV requests
2. Handling IT queries from colleagues through phone calls and emails, logging, triaging and progressing them through to their resolution
3. Managing and monitoring ongoing incidents, coordinating relevant teams to ensure an effective and efficient response and conclusion
4. Handling calls of a sensitive nature from our colleaguesand customers
5. Keeping our premises secure by monitoring and responding to alarms, liaising with security firms, police and keyholders where necessary
Our Service Desk support team work on a 12-week shift rota, and some of your shifts may be from 10pm to 6am. For these hours, you will be paid a shift premium.
Keyboard Shortcuts
6. F9 - Move focus from the edit area to the Footer Toolbar
7. F10 - Move focus from the edit area to the first toolbar button
8. Shift + TAB - Move focus from the edit area to the last toolbar button
About You
We’re looking for an honest, reliable, and trustworthy people person to join our hardworking Service desk team. If you have previous experience in a similar IT role, brilliant – we’d love to hear from you. We’d also love to hear from those without experience but with good IT, communication, and customer service skills. You’ll need to show us:
9. Excellent communication skills to be able to effectively communicate with both technical and non-technical colleagues
10. An organised and methodical approach to your work, able to prioritise a variable workload
11. A naturally organised and diligent manner with the ability to keep calm and remain focused under pressure
12. The ability to work efficiently and effectively on your own using your initiative, but also as part of a small close-knit team
13. A motivation and enthusiasm for learning, keen to keep your IT knowledge up-to-date and encourage your colleagues to do the same
You’ll need to be over 18 years old to be a Service Desk Operator, as you’ll need to qualify for an Security Industry Authority (SIA) licence.
Benefits
In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:
14. 30 days annual leave (including bank holidays) (pro-rota)
15. Pension scheme offering up to 12% employer contributions
16. Generous colleague discount rates across our family of businesses
17. Annual discretionary colleague bonuses to reward you for your hard work
18. Free tea and coffee provisions for all colleagues during rest breaks at work
19. Working schedules that are available twelve weeks in advance, giving you time to plan around your shifts.
We are committed to the development of our colleagues and will support you to achieve your career goals. As your confidence grows, you’ll have the opportunity to take on additional responsibilities and further progress your career with us through ongoing training, which may open the door to management opportunities and beyond.
To succeed in this role, the successful candidate will need to work towards and achieve the SIA licence in CCTV monitoring which would be fully funded by the Society, if not already held. The terms of this will be discussed with you in more detail at the interview stage.
Keyboard Shortcuts
20. F9 - Move focus from the edit area to the Footer Toolbar
21. F10 - Move focus from the edit area to the first toolbar button
22. Shift + TAB - Move focus from the edit area to the last toolbar button