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Helpdesk Operator

CBRE
Job LocationLeeds
EducationNot Mentioned
Salary£22,000 - £25,600 per annum, pro-rata, inc benefit
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

CBRE are looking to recruit a Helpdesk Operator to work in our Leeds office. This role will be working a nightshift. The shift pattern is 4 nights on, 4 nights off with working hours being 19:00 - 07:00 (48 hours per week).Job IntroductionThe Helpdesk Operator will interact with our customers and suppliers ensuring a prompt, professional and efficient service, in terms of initial telephone or e-mail response, accurate recording of requests for service and escalating problems before they become issues.Role Responsibility

  • Accurately record details of the caller, problem and severity and ensure that Team Leaders are aware of situations which could develop into issues and impact the client
  • Understand procedures and processes and operate them to the required standard
  • Respond quickly and efficiently to incoming telephone in line with client service levels.
  • Attention to detail when obtaining and inputting information
  • Have a clear and professional telephone manner
  • Dispatch calls to engineers in timely manner with accurate details recorded in the job and with correct priority assigned.
  • Through training and experience you will gain an in-depth knowledge of Facility Management (hard and soft services) helpdesk products and industry standards in order to assist the Purchasing, Technical Support and Contract Support teams when required.
  • Monitor reactive and maintenance performance for each engineering sector to assist in meeting Service Level Agreement (SLA) levels.
  • Be proactive and driven in ensuring an excellent customer journey is provided, from call logging through to completion.
  • Identify any potential areas of improvement and highlight to your Team Leader
    • The Ideal Candidate
  • Experience of providing helpdesk or call center service, developing productive working relationships with key customers and suppliers.
  • Basic Understanding of computer hardware, peripherals and applications e.g. networks, shared files and folders, report creation.
  • Keyboard skills
  • Good communication skills both verbally and written
    • Desirable
  • Knowledge of computer databases and their applications.
  • Ideally be qualified to NVQ level 2 or 3 in Customer Service or Call Handling.
  • Experience of working with, and developing KPIs and measurement information in a similar environment
  • Microsoft Word - Basic
  • Microsoft Excel - Basic
    • #GWSEMEA Required skills
  • "Customer Care" OR "Verbal communication" OR "Written Communication"

    • Keyskills :
    Customer Care OR Verbal communication OR Written Communication

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