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- Tasks: Join our team as a Helpdesk Operative, answering calls and managing service requests.
- Company: Work with a well-established client in the healthcare sector.
- Benefits: Flexible hours, valuable experience, and a chance to develop your skills.
- Why this job: Great opportunity to enhance your customer service skills in a supportive environment.
- Qualifications: Experience in a call center, strong IT skills, and a friendly demeanor required.
- Other info: Position available until April, Monday to Friday, 16:00 - 19:00.
Our well established client is currently looking for a Helpdesk Operative to join them, initially until April 16.00 – 19.00, Monday – Friday Key Responsibilities/Accountabilities * Ensuring all calls are answered within the KPI – 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox * Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system * Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them * Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All Management * Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system * Provide accurate information to callers promptly, so that Hard FM Team comply with contractual response times * Coordinating the daily work flow between all Services Team (Housekeeping, Hard FM, Porters). * Proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Team (Housekeeping, Hard FM, Porters). * Source any additional information in order to respond to Trust staff enquiries accurately and efficiently * Proactively provide customers with information on outstanding work requests * Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them * Refer enquiries that cannot be dealt with to the appropriate individual or body using the agreed communication lines * Undertake general administration to support the department, ensuring all service standards are met. * A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirement Skills / Qualifications: * Experience of working in a Call Centre or Similar Environment * Sound Knowledge of CAFM Systems * Accurate Record Keeping * Strong IT skills * Knowledge of Microsoft Office * Educated to a High Standard * Ability to manage shift patterns, being flexible * Problem-Solving – able to handle complex enquiries, Desirable * Experience of working in an NHS Environment * Level 2 Customer Services * Level 2 Business Administration * Experience in a Facilities Management background, Key Competencies – Keeping Calm Under Pressure – Courteous and Friendly manner at all times – Excellent Written and Verbal Communication Skills – Good Attention to Detail and Organisational Skills – Customer Service Experience
Helpdesk Operative employer: JT Recruit
Contact Detail:
JT Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operative
✨Tip Number 1
Familiarize yourself with the CAFM system, as it's a key part of the role. If you have experience with similar systems, be ready to discuss how that knowledge can transfer to this position.
✨Tip Number 2
Highlight your customer service experience, especially in high-pressure environments like call centers. Be prepared to share specific examples of how you've successfully managed complex inquiries.
✨Tip Number 3
Demonstrate your flexibility and ability to manage shift patterns. Share any past experiences where you adapted to changing schedules or demands, showing that you're a team player.
✨Tip Number 4
Prepare to discuss your IT skills, particularly with Microsoft Office. Being able to efficiently use these tools will be crucial for record-keeping and communication in this role.
We think you need these skills to ace Helpdesk Operative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centers or similar environments. Emphasize your knowledge of CAFM systems and any customer service roles you've held.
Craft a Strong Cover Letter: In your cover letter, address the key responsibilities listed in the job description. Explain how your skills and experiences align with their needs, particularly your ability to manage service requests and communicate effectively.
Showcase Your IT Skills: Since strong IT skills are essential for this role, mention specific software you are proficient in, especially Microsoft Office and any CAFM systems you have used. Provide examples of how you've utilized these tools in past roles.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by providing examples of complex inquiries you've handled in previous positions. This will show your capability to manage challenges effectively in a fast-paced environment.
How to prepare for a job interview at JT Recruit
✨Show Your Call Handling Skills
Since the role requires answering calls within specific KPIs, be prepared to discuss your experience in call handling. Share examples of how you've managed high call volumes and maintained quality service under pressure.
✨Familiarize Yourself with CAFM Systems
Understanding CAFM systems is crucial for this position. If you have experience with such systems, highlight it during the interview. If not, do some research on how they work and be ready to discuss how you would adapt to using one.
✨Demonstrate Your Customer Service Experience
This role emphasizes excellent customer service. Prepare to share specific instances where you provided outstanding service, especially in a call center or similar environment. Highlight your ability to remain courteous and friendly at all times.
✨Emphasize Flexibility and Problem-Solving Skills
The job requires a flexible approach and strong problem-solving abilities. Be ready to discuss situations where you had to adapt quickly to changing circumstances or resolve complex inquiries effectively.
