Job Overview -To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users. -To operate the incoming telephone Helpdesk system and email service in a professional and timely manner -To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources Main Duties - Issue the Work order relating to the calls/emails received to the respective Department in a timely manner -To enter information relating to each call/email on the system, as required - To provide a communication point for the contact and disseminate information to all sites/staff and end- user organizations -To follow-up the Customer Satisfaction Survey positive comments and scorings (raise compliments) -Filing and document handling as required -To carry out ad-hoc requests as required -Single-point of contact for all estate matters - either log faults covered under contract or provide alternative POC. · - Ensure the calls/emails are answered within SLA to meet our PI and always maintain a high-level of customer support skills. · -Ensure all necessary information is in place to allocate correct priority and owner group on work orders raised · Scrutinize system to provide updates to customers regarding work status, search for locations/assets etc. -Issue work orders and Update CAFM as required, based on the information / task in hand · Send communication logs to site upon a customer's call or email request and as and when appropriate. Revert to customer when update is received from the operations team. · -Provide IT support for server room back-up tape. · Log / forward external notifications to 3rd party stakeholders(Sodexo, JSHU etc.). · Take / log complaints for the Senior Helpdesk Administrators or the Helpdesk Manager to address/escalate. · -Raise compliments and forward to relevant teams · Raise Third Party Works (TPW) and assist with chasing upon request by customer. · Cancel work orders as/when required. · - Help maintain various spreadsheets / follow processes · Unblock CAFM accounts and reset passwords. -Provide guidance instructions for Windows unlocking under OPC. - Unlock Mitie window accounts or ISP Maximo and/or reset password for both. Log everything on a SR. What we are looking for - Experience in a Customer Service based environment. - Experience working on MS Office. - Team player - Ability to work as a team in a vibrant environment but also work independently - Excellent command of the English language, spoken/written. - Capable of working under pressure to meet deadlines. - Effective communication skills. - Flexibility and adaptability with a positive outlook. - Pleasant and polite character -Take in instructions and advice and use to improve· Attention to detail