Description JOB TITLE: Helpdesk Operative LOCATIONS: 14 Pier Walk, SE10 0ES SHIFT PATTERN: 4 on/4 off rotation 07:00 – 19:00 (Days) SALARY: £32,017.44 or £14.66 / Hour ROLE OVERVIEW AND PURPOSE The Helpdesk Operative will form part of a team responsible for the recording, allocation and progressing of reactive engineering requests on the contract. KEY RESPONSIBILITIES First point of contact for incoming telephone calls, Logging service requests by telephone and email, Ensure compliance with statutory and company procedures across all functions, High attention to detail on all work submitted, Dispatch work to both direct labour and contractors in a timely fashion based on the correct skills sets, 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, Manage the completion process and ensure all closures are sent to the client, To demonstrate rapid response to customer issues and show a systematic approach to problem solving, To take reasonable care for the health and safety of him/herself and others. 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, Contribute to reducing levels of customer complaints. REQUIRED SKILLS AND EXPERIENCE Exceptional organisational skills, Ability to handle conflicting workloads and to work under pressure, 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, Strong communications skills in both telephone and correspondence/report handling. 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