Helpdesk operator

Meridian Business Support
Sutton Coldfield
£17,000 per annum
14 Sep 2017
30 Sep 2017
Contract Type
Full Time

Our client currently has an immediate vacancy for a Help Desk Operator to join their busy team. You will be will log, respond, plan and organise the full life cycle of all facilities management work; from customer enquiry to job completion. Deliver excellent customer service, interpret and manage work orders through the Maximo and I-Contact system ensuring that SLA's and KPI's are met. To provide administrative support as required.

Main Responsibilities / Duties Include

  • First point of contact for incoming telephone calls and service requests received by telephone and e-mail
  • Interpret and log requests, inputting details into an in house system, providing tracking and regular updates to the status of the request through to work complete status line with service level agreements
  • Sort and dispatch calls to engineers and sub-contractors based on the correct skills sets geographical location and service delivery arrangements
  • Manage workload re-plan/assign as required in line with demand
  • Plan daily work load and PPM for engineers and sub-contractors using the available systems
  • Raise purchase requisitions and/or purchase orders in line with the agreed parameters
  • Collate accurate reports as required
  • Prioritise urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand
  • Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
  • Analysis of job history/running reports to avoid duplication
  • Ad-hoc administrative duties


  • Understanding of FM business
  • An excellent telephone manner
  • Excellent time management skills, able to work to deadlines
  • Working knowledge of MS Office including excel and outlook
  • Experience in using Maximo

working on a shift basis over a 6 week rota which are as follows

Week 1:-

Monday - Thursday 6am - 3pm

Sunday 6am - 6pm

Week 2:-

Monday - Thursday 9am - 6pm

Friday 6am - 3pm


Monday - Wednesday 9am-6pm

Friday, Saturday, Sunday 6pm-6am

Week 4:-

Tuesday - Friday 9am - 6pm

Week 5:-

Tuesday-Friday 9am-6pm

Saturday 6am-6pm

Week 6:-

Monday - Thursday 6pm-6am

Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.

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