Job Overview
1. The service desk functions as a support service and serves as a liaison between Mitie, clients, and site operation teams. The primary responsibility is to consistently deliver high levels of service, maintain a professional demeanour, and adhere to Mitie's policies, processes, and procedures. As a Service Desk Operative, your role involves overseeing the flow of received requests to ensure a seamless and efficient service. Collaboration with team members is essential to achieve optimal resolutions in line with the contracts. In this capacity, you will be accountable for the effective management of service requests, precise data recording, and ensuring that all activities align with Service Level Agreements and Key Performance Indicators.
Main Duties
2. As a Service Desk operative, your key responsibilities will include:
Service Request Management:
Receive and log service failure requests from phone and email. Gather detailed information from users to understand the nature and urgency of each request. Accurately document all relevant information in the service management system.
SLA/KPI Compliance:
Assign appropriate SLAs and KPIs to each service request based on its urgency and impact on business operations. Monitor and manage the lifecycle of each request to ensure compliance with established SLAs and KPIs. Proactively communicate with teams to provide updates on request status.
Data Accuracy and Reporting:
Maintain a high level of accuracy in recording and updating data in the service management system. Generate and analyse regular reports on SLA and KPI performance, identifying trends and areas for improvement. Collaborate with other teams to gather relevant data for reporting purposes. Mitigate risk where possible. Ensure potential escalations are addressed and actioned promptly.
Customer Communication:
Provide clear and timely communication to customers regarding the status of their service requests. Escalate issues and delays to the appropriate teams while maintaining a proactive approach to problem resolution.
Jeprody Management:
Demonstrate a commitment to performance excellence and employ effective risk management strategies to ensure the timely update of all ongoing tasks within the system. Engage in proactive collaboration with site operations teams, ensuring timely reminders for them to furnish ongoing updates and complete tasks within specified timeframes. Actively identify trends or discrepancies in reported data and take initiative to provide additional support to site operations where necessary.
Collaboration:
Collaborate with other departments to ensure seamless coordination of services. Work closely with other teams to understand the nature of requests and facilitate efficient resolution. Build a strong commercial understanding of how data inputted can affect the deduction calculatio
What we are looking for
3. Strong organisational and multitasking abilities. Excellent communication skills, both written and verbal. Knowledge of SLA and KPI concepts. Problem-solving skills and a proactive approach to challenges. A good general education with relevant experience of working within a high demand team. Ability to quickly build credible relationships with a management team and clients. Sound relationship and interpersonal skills. PC literate with Excel and Word skills.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Cory Ambler at .