Servicedesk Operative

We are looking for a passionate and customer-focused Service Desk Operator to join our team. This is an excellent opportunity for someone with strong customer service and administrative skills who enjoys working in a fast-paced environment and providing professional support to customers and colleagues. About the Role As a Service Desk Operator, you will act as the first point of contact for the Mitie team, handling telephone and email enquiries and accurately logging requests onto internal systems. You will manage the flow of requests from initial contact through to resolution, ensuring an efficient service while monitoring performance against agreed Service Level Agreements (SLAs). Key Responsibilities

• Manage incoming telephone and email requests, providing a professional and efficient first point of contact for customers and employees.
• Accurately log, update and maintain helpdesk information and associated data using internal systems and databases.
• Manage and prioritise the flow of requests, ensuring queries are progressed efficiently and in line with agreed SLAs.
• Monitor service performance and workloads, responding effectively to changing priorities and challenging deadlines.
• Deliver consistently high levels of customer service while following Mitie policies, processes and procedures and maintaining confidentiality.
  
  Previous customer service experience with the ability to deliver a consistently professional service.
• Strong written and verbal communication skills, including confidence handling telephone and email enquiries.
• Good literacy and numeracy skills with strong attention to detail and data accuracy.
• Confident IT skills, including a good working knowledge of Microsoft Office.
• Strong planning and organisational skills with the ability to prioritise workloads and work effectively under pressure.
Desirable
• Previous experience within a helpdesk, service desk or contact centre environment.
• Experience working within an SLA or target-driven environment.
• Previous experience using helpdesk, database or job management systems.
• Experience working within Facilities Management or a similar service-led environment.
What We're Looking For We're looking for someone who is:
• Customer-focused, professional and passionate about delivering excellent service.
• Highly organised and capable of managing multiple requests and priorities simultaneously.
• Calm and effective when working under pressure or to challenging deadlines.
• A confident communicator with strong interpersonal and negotiation skills.
• Reliable and discreet, with the ability to maintain confidentiality and consider the needs of all stakeholders.
  
  At Mitie, our people are our greatest strength. We are committed to creating an environment where everyone can thrive, reach their full potential, and be their best every day.
  
  The opportunity to join a supportive and collaborative Service Desk team.
• Exposure to a fast-paced and varied customer service environment.
• Opportunities to develop your customer service, systems and Facilities Management knowledge.
• Ongoing training and development to support your professional growth and career progression.
• The chance to build your career within one of the UK's leading Facilities Management organisations.