Helpdesk Administrator

Working within Central Government & Defence (CG&D) Operations Helpdesk for USVF (United States Visiting Forces) in a fast-paced and challenging environment providing Facilities Management support and Customer Services/administration activities based at RAF Mildenhall (Role is 08:00 to 17:00 Monday to Friday).

Part of a team who is the central contact point for customers and operational colleagues.

-Delivering excellent customer service through various communication channels, ensuring business objectives are met professionally and confidently.

-Meeting specific individual objectives to achieve set Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with contractual obligations.

-Liaise with customers, operational staff and management to resolve queries and issues promptly to assist with the smooth running of the Helpdesk.

-Support, engage and interact with colleagues positively and engagingly, making USVF a great place to work.

-Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.

-Adherence to a working schedule as defined by your manager, working flexibly to meet our customer requirements.

-Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems.

Main duties

-Dealing with all customer contacts professionally, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.

-Respond to all customer requests within specific contractual/procedural timescales to meet agreed KPIs and SLAs.

-Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system, accordingly, ensuring that the jobs are subsequently delivered most efficiently and effectively.

-Adhere to relevant policies, procedures, approval processes and other working practices to maintain compliance for audit purposes.

-Appreciate and understand specific contractual obligations to eliminate potential errors in the administration of jobs.

-Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors to identify potential breaches to job completion.

-Always achieve call handling targets and quality standards, providing a knowledgeable and confident response, aiming to exceed customer expectations and contribute to the delivery of the contract.

-Monitor, action, and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.

-Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.

-Undertake relevant training as and when required to ensure knowledge and understanding, providing levels of capability are maintained to fulfil duties.

-Support dedicated Core supervisors with raising Purchase Orders, Quotes, Chasing Parts.

-Any other administration duties as requested by your line managers., Requires Security Clearance to facilitate on-site role.

Health and Safety responsibilities

-Always follow Group and company policies and procedures.

-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 correctly and in accordance with training received.

-Report any issues or training needs to your Line manager and via your divisional incident reporting system.

Information Security

-Ensure compliance with Mitie's information security procedures in all activities.

-Proactively identify and report security risks to your manager.

-Report actual and suspected security incidents.

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.

Experience of working preferably within a Customer Service environment.

-Experience of working preferably within a target-driven role or high-pressure service delivery environment.

-Keen sense of ownership, taking responsibility for their performance and always maintaining a positive attitude.

-Strong team player - cooperative and willing to assist others by sharing knowledge and expertise.

-Ability to work on own initiative.

-Confident user of IT systems, including proficiency in MS word, MS Excel and MS PowerPoint and comfortable with numerical reasoning.

-Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.

-Able to apply a logical approach to solving problems.

-Able to remain calm under pressure and communicate effectively across all levels.

-Ability to listen attentively and probe accordingly to capture important information accurately.

-Excellent attention to detail

-Demonstrable ability to show empathy and superb interpersonal skills.

-Skilful in dealing with challenging customer queries compassionately and sympathetically.

-Able to embrace and adapt to change and learn from experience.