Helpdesk Operative

About Us:

At Smart, we partner with the world’s leading companies to maintain their facilities to the highest standards, delivering a truly customer-focused experience. For over a decade, we have excelled in providing top-tier engineering services to premier data centres and commercial facilities globally.

Our unique value lies in recognising that people are the heart of every organisation.
Investing in our team is our greatest priority. Despite the rapid advancement of technology and the evolution of building infrastructures, it is the leadership and personal contributions of our dedicated Smart team members that distinguish us from the competition. We are an operationally driven business with a focus on visible management and a team that embodies our core values: Empowerment, Integrity, and Passion - this is the Smart way.

Purpose:

The Helpdesk Operative is to deliver a comprehensive administrative service to the Operational Management team and client portfolio. The role focuses on maintaining accurate records, reporting on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and providing essential support to ensure effective service delivery.


The Helpdesk Operative is crucial in fostering client trust and team confidence through excellent communication and meticulous monitoring of service activities.

Key Responsibilities:

• Provide comprehensive administrative assistance to the SMS team.
• Maintain detailed and up-to-date records related to service activities, KPIs, and SLAs.
• Prepare and manage documentation required for service delivery and client interactions.
• Generate and maintain daily reports on KPI and SLA statistics.
• Assist the account manager and contract support with the interpretation of performance data.
• Create data visualizations, including graphs and charts, to simplify monthly client reporting.
• Deliver a high-quality, professional service to both clients and internal teams.
• Ensure consistent and clear communication with clients and team members to enhance service delivery.
• Act as a liaison between clients and the SMS team to address queries and provide updates.
• Monitor and track the attendance and performance of service partners.
• Ensure compliance with service agreements and performance standards.
• Identify and escalate any issues or discrepancies in service delivery to the appropriate personnel.
• Continuously seek ways to optimise service delivery processes.
• Provide insights and recommendations based on performance data to improve KPIs and SLAs.
• Support the implementation of best practices and new initiatives to enhance service quality.

Why work for us?

• Career Progression
• Workplace Pension
• Mandatory Leave on your Birthday
• Employee Assistance Programme
• Fully paid Volunteering Days

If you love a challenge and want to work for a company that genuinely values and invests in our people are at the heart of everything we do, Apply now!