Helpdesk Administrator - Duesseldorf, Deutschland - Mitie

Mitie

Geprüftes Unternehmen

Duesseldorf, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

JOB PURPOSE:

To operate a professional, courteous and customer focused central Helpdesk function providing effective communication and feed back to the Client, end-users, and Operations.

MAIN DUTIES AND RESPONSIBILITIES / KEY RESULTS AREAS:

Operate the Helpdesk function in a professional and timely manner.
Be the focal point for all contract enquires with the ability to provide contract/estate knowledge to end user as required.
Extract all relevant details from end users to enable the correct allocation of resources to rectify the fault first time.
Enter all information relating to the request onto the CAFM system and issue the work dockets to relevant Supervisors/departments in a timely manner.
Assist the Helpdesk Supervisor in monitoring all work order tasks against response times, chasing up any outstanding dockets as they approach their target completion dates.
Ensure all Helpdesk specific KPIs are achieved. If/when a Helpdesk KPI has failed corrective action should be implemented in conjunction with the Helpdesk Supervisor.
Conduct regular reviews of the Maximo database ensuring all information is accurately maintained and report any discrepancies found directly to the Helpdesk Supervisor.
Ensure all documents are accurately completed and hard copies archived correctly.
Accept and forward on compliments and complaints to the Helpdesk Supervisor
Assist with Monthly EM02 5% Reactive Inspections providing samples and evidence as and where required, ensuring any corrective actions are rectified asap.

PERSON SPECIFICATION:

Attribute / Criteria:

Essential

Desirable

Education / Qualifications / Training

A Levels or College Equivalent
Diploma or Equivalent
Business Office Administration/ Business Management or similar

Knowledge & Experience

Experience in a Customer Service based environment.
Previous experience of working in an MOD environment.
Previous experience with CAFM systems and SQL reporting
Experience in a facilities management organisation

Skills &

Abilities

Planning & organising works to achieve objectives.
Excellent use of Microsoft Office and accurate typing abilities
A meticulous attention to detail.
Effective communication skills and ability to work within a team.
Good customer focus and understanding of service delivery.
Able to establish and maintain effective working relationships.
Ability to touch type an advantage but not essential.

Personal Qualities

Excellent command of the English language, spoken/written and the ability to converse in German.
Enthusiastic and flexible
Initiativetaking team member with ability to work with mínimal supervision.
Ability to work under pressure and meet deadlines.