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    • You will ensure colleagues receive excellent IT customer service and that service levels are maintained to the highest standards.
    • Resolve 1st and 2nd line issues first time, and where not possible, escalate to the relevant team members in line with helpdesk procedures.
    • Experience: 2–3 years of experience working within an MSP helpdesk environment at a 2nd line level.
    • Technical Support (70%): Provide high-level 1st and 2nd…
    • Previous helpdesk, scheduling, or coordination experience (non-IT).
    • Have you previously worked in a helpdesk, operations, or coordination role where you…
    • You must have at least 2 years helpdesk experience and have a polite telephone manner.
    • We are looking for an enthusiastic 2nd Line Helpdesk Engineer to provide…
    • Experience of logging, escalating and tracking IT issues using helpdesk ticketing systems.
    • KEYWORDS: IT, helpdesk, 1st line, support, tickets.
    • Experience of logging, escalating and tracking IT issues using helpdesk ticketing systems.
    • KEYWORDS: IT, helpdesk, 1st line, support, tickets.
    • Managing the helpdesk inbox efficiently daily.
    • This is NOT a IT role, this is scheduling Engineers *.
    • Receiving inbound calls and emails and making frequent…
    • Own, develop and embed the end-to-end problem management lifecycle, ensuring our Helpdesk and colleagues are kept updated with progress and workarounds.
    • Providing phone, email, and remote technical support (helpdesk environment).
    • Full-time | Permanent | 37.5 hours per week.
    • £25,000 – £26,000 per year.
    • We are seeking a customer‑focused and technically competent Technical Support Specialist to join our growing team.
    • Exposure to a helpdesk ticketing tool (e.g. Zendesk, Intercom).
    • Managing inbound support tickets and emails relating to system issues, platform bugs, and third-…
    • Background in a fast-paced helpdesk or EPOS environment.
    • Respond to inbound helpdesk calls and tickets, delivering comprehensive technical support both remotely…
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    • A minimum 5 years’ helpdesk or general IT support experience (experienced in solving support issues quickly and professionally, working on complex IT change…
    • From helpdesk technicians to engineers, the team works collaboratively to deliver excellent service, providing ongoing guidance and encouragement as the…

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Job Post Details

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Service Desk Operator - job post

Mitie
2.9 out of 5 stars
Wakefield WF2
Permanent, Full-time

Location

Wakefield WF2

Full job description

Customer Service Desk Advisor (Shift working)

Position Overview

To effectively operate the Helpdesk and associated communication systems. Delivering a professional, efficient and customer-orientated service as part of West Yorkshire Police PFI contract. To log service requests and communicate these requirements to MFM staff.

The role is working on a shift pattern, 12 hour shifts, 7am-7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off - shifts include bank holidays. The successful candidate will need to complete a Police Security check before commencing the role.

Responsibilities

  • To be the point of telephone contact for West Yorkshire Police Service Desk issues covering 3 sites in West Yorkshire
  • To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
  • On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
  • To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
  • To liaise with subcontractors
  • To report system and equipment faults to the appropriate personnel.
  • Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of MFM.
  • Carry out general administration duties when required.
  • Be aware of the business continuity plan for the part of the business you work in.
  • Be able to work 12 hour shifts, 7am-7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off as part of a rota with other team members - shifts include bank holidays.

What we are looking for


Essential

  • Excellent customer service skills.
  • High standard of customer awareness.
  • Able to assess and prioritise work.
  • Good listening skills.
  • Literate.
  • Numerate.
  • Confident telephone manner.
  • Keyboard skills.

Desirable

  • A helpdesk / customer service background.
  • Drivers License
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