Helpdesk Administrator - Edinburgh, United Kingdom - Mitie

Mitie
Mitie
Verified Company
Edinburgh, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Overview


The Helpdesk Aministrator, efficiently manages the overall daily activity of the engineering team as the jobs come in on a daily basis.

Using the latest scheduling software, manage the delivery of jobs allocated to the engineers.

The Helpdesk Administrator will, using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for the customer.

This will range from using internal engineers to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs.

Once attendance has been met the Helpdesk Administrator will manage the completion of the job as well as ensuring that all parts and materials are accounted for and all required documentation is completed.


This position will be contracted to work Monday to Friday on a shift pattern of 8am - 1pm and 1pm - 6pm.


Main Duties

  • To schedule all reactive and planned works to the appropriate resource, paying attention to expertise and SLA's
  • To accurately record all job related information on the appropriate IT systems.
  • To ensure that the engineer days are optimised to drive maximum productivity from the team.
  • Ensure all jobs marked as incomplete by engineers are followed up and reallocated as appropriate.
  • Arrange third party attendance where required, raising appropriate Purchase Orders and Work Requests obtaining the required completion information.
  • Ensure all jobs are completed within the required response times.
  • Deal with communications in a professional and prompt manner.
  • Ensure non productive time is accounted for on system.
  • Escalate issues with specific jobs, to the customer or engineers promptly.
  • Ensure full audit trails are maintained and evidenced where required.
  • Follow Group and company policies and procedures, at all times.
  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.
  • Use all work equipment and personal PPE properly and in accordance with training received.
  • Report any issues or training needs to your Line manager.

What we are looking for

  • Have experience working within a service delivery or contact centre.
  • Possess strong IT skills.
  • Demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
  • Have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, engineers, contract and performance managers and third party suppliers.
  • Work effectively under pressure within a busy and diverse environment.
  • Show a creative approach to analysing and solving problems using technology and reported information.
  • Adhere to process and compliance requirements.
  • Work well as part of a team.
More jobs from Mitie
See all jobs of Mitie