JOB TITLE: Helpdesk Operative (Nights)
LOCATIONS: London EC2R
SHIFT PATTERN: 4 on / 4 off rotation 19:00 - 07:00 (Subject to change)
SALARY: Competitive
ROLE OVERVIEW AND PURPOSE
The Helpdesk Operative will form part of a team responsible for the receiving, allocation and progressing of reactive engineering requests on the contract.
KEY RESPONSIBILITIES
Key duties and accountabilities include:
• First point of contact for incoming telephone calls.
• Vetting service requests received via CAFM system.
• Ensure compliance with statutory and company procedures across all functions.
• Dispatch work to both direct labour and contractors in a timely fashion based on the correct skillsets, geographical location and service delivery arrangements.
• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
• Escalate any complaints or issues as required.
• Analysis of job history/running reports to avoid duplication.
• Undertake other duties as directed by management.
• High attention to detail on all work submitted.
• Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails.
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving.
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times.
• Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.
• Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner.
• Contribute to reducing levels of customer complaints.
• To take reasonable care for the health and safety of him/herself and others.
Requirements
• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
• Ability to set and achieve targets via effective engagement with stakeholder groups.
Desirable:
• A previous customer service representative or frontline support role is desirable.
• Experience in using CAFM system or asset management system.
• Rounded educational background and credible experience as a helpdesk operative.
Skills Required
- Exceptional organisational skills
- Ability to handle conflicting workloads and work under pressure
- Strong communication skills by telephone and in correspondence or report handling
- Excellent telephone manner and ability to deliver effective customer service
- Ability to develop effective relationships with management, customers, staff teams, and clients
- Ability to set and achieve targets through effective stakeholder engagement
- Previous customer service representative or frontline support experience
- Experience using a CAFM or asset management system
- Credible experience as a helpdesk operative
What We Do
ABM UK provides integrated facility, engineering and maintenance services across a wide range of industries. Its teams care for the people, places and spaces important to clients, delivering customised facility solutions, modernising infrastructure, maintaining assets, improving energy efficiency and enhancing occupant experiences. Operating across more than 1,600 UK and Ireland sites, ABM combines service expertise with automation, technology and data to make facilities safer, smarter and more resilient.
