Service Desk Controller

3 weeks ago


Gateshead, United Kingdom Hawthorne Careers Full time

Job Description:


We are currently seeking a dedicated and experienced Service Desk Controller to join our client's dynamic team. As a Service Desk Controller, you will play a pivotal role in ensuring the smooth operation of our client's service desk, providing essential support to customers and internal stakeholders.


Responsibilities:


  • Act as the primary point of contact for all service desk inquiries, efficiently managing incoming calls and emails.
  • Coordinate service requests and dispatch technicians to customer sites in a timely manner, ensuring adherence to service level agreements (SLAs).
  • Maintain accurate records of service requests, including tracking progress and documenting resolutions.
  • Collaborate closely with technicians and field service managers to prioritize tasks and optimize resource allocation.
  • Provide exceptional customer service, addressing inquiries and resolving issues with professionalism and expertise.
  • Identify opportunities for process improvement and contribute to the ongoing enhancement of service desk operations.
  • Stay informed about industry trends and best practices to continuously improve service delivery.


Requirements:


  • Previous experience in a service desk or customer support role will be advantageous, preferably within the construction equipment industry.
  • Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
  • Excellent organisational abilities, with a keen attention to detail and the capacity to manage multiple tasks simultaneously.
  • Proficiency in using service desk software and other relevant tools to track and manage service requests.
  • A proactive mindset and a commitment to delivering high-quality service to meet customer needs and exceed expectations.
  • Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.



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