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Role will be initially for day shifts (40 hours, £22K) however will eventually transition into a rotational pattern which will include a mix of days, late and nights. Once this shift rotation starts this will include an additional £4K per year.
Job title: Help Desk Operative
Location: City Hospital, Dudley Road, Birmingham B18 7QH
Length: ongoing contract
Work hour: Shift patterns to be discussed further at interview stage, Working hours will be on a shift basis covering the hours of 07:00 - 19:00. Shift start times will either be 07:00, 09:00 or 10:00
Pay Rate: £24k p/a or £11.54/hour
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking a Help Desk Operative on behalf of a well established Facilities Management company on an ongoing contract basis.
In this role you will be working on responding to, planning and organising the full life cycle of all facilities management work from customer enquiry to job completion. Some of the other duties will include but are not limited to:
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To log calls, assigning calls to directly employed labour and sub-contractors
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Chasing completion details of jobs and focussing operational service teams in response to customer calls
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First point of contact for incoming telephone calls and service requests received by telephone, fax and email.
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Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs).
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Understand, identify and apply the SLA for each service request and set expectations with customers.
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Sort and dispatch calls to engineer, subcontractors and Team Leaders based on the correct skills sets, location and service delivery arrangements.
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Work with Team Leaders to re-plan/assign as required to manage workload and priorities of response.
Requirements for this position:
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Helpdesk, scheduling or call centre background is essential
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Able to operate Microsoft Office and any other CRM systems
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An excellent telephone manner with the ability to communicate effectively at all levels
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Strong communications skills in both telephone and correspondence/report handling
