Helpdesk Advisor

Job Location	Hertburn
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Position Overview

To work as part of a team in a Facilities Helpdesk, servicing Interserve contracts. The team is the central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs.

Effectively respond to the needs of the client, ensuring activities are delivered in a professional and efficient manner where the customer experience and contract need is always at the foremost of your actions.

This position is working on a 4 on, 4 off rota. You will work four days on, fours off then four night on and four nights off. Responsibilities

Maintain a high level of customer service while dealing with Helpdesk calls, emails and faxes.

To ensure that all customer contacts are dealt with in a pleasant confident manner, in line with agreed processes, taking ownership to ensure effective resolution.

Following procedures to identify the best course of action for the customer and company.

Respond to customer requests within specific timescales in order to meet KPIs and SLAs.

Monitor job completion, chase resolution to ensure service levels are met.

Record information accurately and timely in the FM Helpdesk system and any other systems required.

Correctly allocating and scheduling jobs to operational staff and management.

Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress.

To work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines across shifts and contracts.

Maintain detailed statistical information, providing and updating reports as required.

Daily check of operative attendance using the Kronos system, resolving issues and escalating to management where required.

Be aware of the business continuity plan for the part of the business you work in.

What we are looking for

Computer literate, with practical experience of using Microsoft Word, Excel, Powerpoint and E-mail

Demonstrates a high level of numeracy and literacy

Previous Helpdesk/Customer Service support experience essential

Highly service focused with a ”can do” attitude

Willingness to develop as an individual and support the development of the team

Ability to listen, question and interpret information to understand requirements

Ability to multi task (e.g ability to type and talk on the phone at the same time)

Good coping skills within a high paced environment and sometimes challenging customers

Good organisational skills. Able to plan, prioritise and meet deadlines

Uses own initiative to take action

Good interpersonal skills and a team player

Excellent oral and written communication skills, with a professional telephone manner

Capable of developing and maintaining relationships with all key stakeholders

Able to deal with customer complaints over the telephone

To be reliable with good time keeping

Ability to maintain standards when under pressure

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