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Help Desk Coordinator

2 months ago

Renfrewshire, United Kingdom Pertemps Network Group Full time

Role: Helpdesk Coordinator


Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

Salary: £23,600

Location: Renfrewshire/Glasgow (Office Based)

Pertemps are delighted to bring to market a new opportunity for a Service Desk Coordinator to join our client, an award winning, market leading business near Glasgow. This role is essential in organising and prioritising engineers workload.

This role will involve;

  • Answer all incoming phone calls and manage queries and requests accordingly from existing customers
  • Monitor and check jobs from the system liaising with clients and the wider Service team on any queries
  • Log jobs as per the agreed client matrix, liaising with clients directly and the Service team
  • Handle any chases or escalations received and escalate as per appropriate process
  • Triage and interrogate remote system data to diagnose faults to support decisions on engineer attendance or remote call management
  • Organise the workload of the engineering team
  • Plan and direct engineering resource to ensure customer deadlines are met
  • Ensure customers are kept updated on the progress of outstanding works
  • Assist in ensuring the team follow established procedures and quality standards
  • Promote positive customer service, dealing with any customer concerns or escalations in a professional manner
  • Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment
  • Alert management on issues and assist as required in the resolution of such matters
  • Understanding of customer contracts and assist in delivering to service level agreements
  • Running and distribution of scheduled and ad-hoc reporting as per contract / management requirements
  • Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required
  • Coordinate spares and parts procurement and scheduling of fitting

About you

  • Customer Service/Contact Centre experience
  • Experience scheduling orders/deliveries/engineers/visits
  • Customer focused
  • Experience with customer contact via phone and email
  • Ability to thrive in a fast paced environment
  • Ability to use Microsoft packages confidently
  • A positive attitude and ability to take ownership/responsibility of your own work

Working Pattern

The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts.

There are various different shift patterns that are available – these tend to operate between the earliest start time of 8am and the latest finish time of 8pm, across 7 days of the week to ensure cover.

You will have a minimum of 2 days off each week (some weeks 3 days off) and will only work one weekend out of every 4.