Job Description

Role

My client makes soldiers’ lives better through delivery of new and improved accommodation, ensuring they live and work in the best possible environment.

Due to growth, they are looking for a Helpdesk Operator to join the team. This position provides a 24 hour helpdesk so flexibility to work shifts as part of a team is essential

The Helpdesk Operator provides first-line support for maintenance-related issues, ensuring timely response and resolution. The ideal candidate will be highly organised, possess strong communication skills, and have experience in a customer service position.

Key responsibilities

First-Line Support:

* Respond to maintenance requests and issues reported by phone, email, or maintenance ticketing system.

* Diagnose and prioritise maintenance issues and assign them to the appropriate maintenance team.

* Escalate complex or urgent issues to the Maintenance Manager as needed.

Ticket Management:

* Log and track all maintenance requests and incidents using the maintenance management system.

* Ensure all tickets are documented accurately and updated regularly.

* Follow up with requestors to ensure satisfactory resolution and close tickets in a timely manner.

Scheduling and Coordination:

* Coordinate maintenance tasks and schedule appointments for maintenance team.

* Communicate with vendors and contractors for specialised repairs and maintenance services.

Documentation and Reporting:

* Maintain accurate records of maintenance activities, including work orders, inspections, and repairs.

* Generate and distribute regular reports on maintenance performance and completed work.

Customer Service:

* Provide excellent customer service to internal staff and external clients.

* Address and resolve complaints or concerns regarding maintenance services.

Skills

* Customer-focused with a service-oriented mindset.

* Strong problem-solving abilities and attention to detail.

* Ability to work independently and as part of a team.

* Patience and empathy when dealing with users and maintenance staff.

Successful candidate will have to undergo security clearance so must have lived in the UK for a minimum of 5 years and must have a clear criminal record.

Apply now of call Lynsey for more information