Service Desk Administrator
2 weeks ago
Service Desk Administrator
Team Operations | Contract type Permanent
About Mitie:
Mitie provides a wide range of facilities management (FM) services across Ireland, Europe, and the UK. These are delivered as integrated FM contracts, in bundles or as single services, depending on client requirements. Our service areas include technical services, energy and building services, cleaning, security, front of house and consultancy.
We work with a wide range of private and public clients to create great work environments, which resulted in Mitie winning 4 awards in the 2023 Facilities Management Awards, including Total FM Service Provider for the third year in a row. We have also won 3 awards in the Workplace Excellent awards in Best in CSR, Manager/Leader of the Year, Excellence in Learning & Development - over 1,000 employees.
Mitie have been awarded the IBEC Keep Well Mark in 2021, 2022 and 2023 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland for two years in a row. We are proud of our diverse workforce and like to recognise our people through various reward and recognition schemes, as well as through learning and development.
Our premise is simple: the exceptional, every day.
Role Overview:
Permanent Full-time
Monday - Friday - 8am -5pm, 40 hours
Mitie provides a comprehensive Service Desk for our clients which includes Helpdesk, Supply Chain, Scheduling and Analytics functions. Through these teams, service is provided to a wide range of client organisations with differing requirements across different operating systems.
You will be the single point of contact between us and our customers. Collaborating with different teams across the business, you'll become an expert on our customers and the services we deliver.
It'll be up to you keep clients updated, handle their issues, and provide valuable guidance in every situation, ensuring their requests and queries are dealt with professionally, efficiently, and successfully as a member of a high-performance, customer focused team.
Key Responsibilities:
- Answer inbound calls in a timely and professional manner and manage personal call stats to ensure KPI's are met and be available on phones lines except for allocated breaks and pre agreed time to be on 'make busy' with line manager.
- Be the 'voice' of Mitie to our customers and deliver a positive customer experience to customers and colleagues establishing excellent customer service focused relationships.
- Follow up to date Service Desk procedures and processes for all incoming reactive tasks.
- Ensure all tasks are logged into MITIE systems with relevant information and details to enable the accurate transfer of information to the appropriate department /resource for action.
- P1 immediate response support
- Condeco system support
- Respond to Facilities Managers, clients, and suppliers' queries efficiently and effectively.
- Process quotes and quoted works for approval.
- Contribute to team through training colleagues, attending meetings etc.
- Day to day ownership of clearing down client inboxes daily in line with KPI's.
- Out of hours backlogs to be worked through as efficiently as possible.
- Triage of portal logged tasks.
- Report 'Good Saves'
- Log and follow through to close IT tickets for systems issues as necessary.
- Escalations routed to reactive Service Desk Lead
- Backfill Service Desk roles to suit business needs.
- Resource support for Ad-hoc requests
About you:
Proficient in using all standard Microsoft Office packages (Word, Excel, Email etc.)
Excellent telephone manner, being always polite and courteous.
A team player who can confidently interact with others, but who is also able to work independently.
Previous experience in a similar role beneficial.
Logical thinker with good organisation and administration skills
Accuracy and attention to detail
A genuine passion for delivering exceptional customer service.
Work well under pressure.
Mitie is an equal opportunities employer.
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.
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