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JOB TITLE: Helpdesk Operative (Nights)

LOCATION: George House- SE1 1NH

REPORTING TO: Helpdesk Manager

PAY RATE: £15.50 PER HOUR

SHIFT PATTERN: Thursday - Sunday (Thursday & Friday 23:00 - 07:00) (Saturday and Sunday 19:00 - 07:00), 40 HOURS PER WEEK

OVERVIEW OF JOB DESCRIPTION

To provide high-quality, professional administrative support to our 24hr Helpdesk. To work alongside the Helpdesk Manager and team to maintain administrative systems, ensuring compliance with company procedures and meeting our clients’ and staff expectations.

Main Duties & Responsibilities:

Key responsibilities:

• Answer and make calls, to and from clients and internal staff


• Daily monitoring of a lone working system ensuring all staff meet their check-in deadlines


• Flexible to provide cover as and when needed


• Use of CAFM Systems to ensure tasks meet their SLA’s


• Produce daily reports on all outstanding tasks open


• Action emails in our shared 24hr inbox


• liaising with our Sub Contractors to ensure tasks are completed by due dates and meet their SLA


• Ensure helpdesk calls are answered and respond to general queries in a timely manner


• Provide administrative cover during absences and break periods


• Ensure customer satisfaction is high


• Communicate with Supervisors and Managers to get tasks completed


• Carry out Admin tasks as and when requested.

Person Specification:

Essential

• Worked in a fast-paced team with the ability to remain calm under pressure


• Outstanding communication skills both internal and external


• The ability to effectively prioritize your workload and build relationships with key stakeholders. Excellent attention to detail


• A proactive/can do attitude to work


• The ability to work on own initiative and take full ownership of role The ability to follow process


• Be Punctual


• Flexible for covers


• IT Literate and able to use Microsoft office


• Use of CAFM Systems preferable but not essential (training provided)