Service Desk Co-ordinator - Manchester, United Kingdom - Mitie

Mitie

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Overview:

In your new role as a Service Desk Operative, you will manage requests sent to the contract specific mailboxes and via phone call, for both internal and external Clients.

You will log the requests on our bespoke system, ensuring they are dealt with within target times, and aiming to avoid financial penalties.

You will assign each request to the relevant Operational employees, whether internal Site Teams and Engineers, or to external Contractors.

You will produce reports as required and support departmental colleagues and Operational teams, ensuring that they are well informed.

Main Duties

Consistently demonstrates a passion for delivering exceptional customer experiences. Representing Mitie and acting as the first point of contact for our customers.
Using our internal systems to record, manage and track jobs. Raising Service Requests, demonstrating strong attention to detail to ensure that each request is correctly logged on the system and routed accurately and appropriately.
Maintaining a professional yet personable approach to all customer calls to achieve the best possible customer experience for our clients.
Keen to learn and shows initiative, gaining expert knowledge of our customers, their contracts and the services we deliver.
Advising customers of their contract entitlement and progressing Service Requests accordingly, providing updates to customers on any outstanding jobs.
Uses own initiative to actively chase and escalate jobs to the relevant department/manager.
Running regular reports to enable tracking of job data and workflow management.
Effectively liaising with various internal departments and subcontracters to ensure jobs are managed in the most efficient way from end to end. Keeping impact on the customer at the heart of any decisions made.
Attending and completing any further training where directed by line manager.
Provide a consistent and exceptional level of service, ensuring all customer interactions are dealt with professionally and efficiently.

What we are looking for:

Proficient in using all standard Microsoft Office packages (Word, Excel, Outlook etc.).
Excellent telephone manner, polite, professional and courteous at all times.
A team player who is able to confidently interact with others, but who is also able to work independently.
A logical thinker who shows initiative, with good organisation and administration skills.
Effective workload management and able to work well under pressure.
Strong attention to detail and accuracy when performing detailed tasks.
Great communicator with good interpersonal skills.
A genuine passion for delivering exceptional customer service.
Reliable, punctual and enthusiastic with a positive 'can do' approach.