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Help Desk Coordinator
2 months ago
Role: Helpdesk Coordinator
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.
