Helpdesk Operator

**About Us**

Hugh Stirling Limited is one of the fastest growing, privately owned, building maintenance and facilities management support services companies in the UK.

Due to expanding business, Hugh Stirling Limited are seeking experienced and passionate Helpdesk Administrators to join our team.

**About the Role**

You will be based within the Helpdesk team to assist in providing clients with a high standard call out service and provide administrative assistance to our Contract Managers. The role offers you the opportunity to develop skills and knowledge that will enable you to deliver excellent service and an outstanding customer experience.

**Headlines of the Role**
- This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and Hugh Stirling Limited requirements;
- Ensuring customer service is timely and accurate on a daily basis;
- Supporting the efficient operational delivery of Hugh Stirling Limited works;
- To be able to monitor and record the response of Hugh Stirling Limited technicians to Helpdesk requests and to ensure customer satisfaction with the service;
- Flexibility and adaptability to changing workloads;
- Able to work in a high volume, transaction driven environment.

**Key Responsibilities**
- Your key responsibilities are detailed below, however Hugh Stirling Limited may require additional responsibilities to be absorbed within reason to meet business demands.
- Ensuring clients receive requested products and services in a timely fashion;
- Coordinate with staff members ensure consistent service;
- Maintain comprehensive records of activity with the clients and contribute to reporting on that activity for Hugh Stirling Services Limited;
- Ensure customer service is timely and accurate;
- Contribute to improving customer support by actively responding to queries and handling complaints;
- To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner;
- To carry out all reasonable tasks that may be requested from time to time by the client or Hugh Stirling Limited management;
- To uphold and promote the good name of Hugh Stirling Limited at all times.

**Skills, Knowledge and Abilities Essential**
- Good interpersonal skills answering calls in a professional and personable manner;
- Customer service experience;
- A problem-solving attitude;
- Proficient in the use of IT platforms, Outlook, Word, Excel;
- Minimum of 2 years’ experience working in a customer centred service organisation;
- Suitable and appropriate level of experience to understand written instructions and be numerically competent for the role;
- Promoting the highest standards of personal appearance and friendliness;
- Excellent communication, time management and organisational skills;
- To be able to monitor and record the response Hugh Stirling Limited technicians to Helpdesk requests and to ensure customer satisfaction with the service;
- Flexibility and adaptability to changing workloads;
- Able to work in a high volume, transaction driven environment.
- Experienced using client driven online portals

**Working Days**
- Monday to Friday

**Working Hours**
- On rota, flexibility is required

**Benefits**
- On-site parking

**Job Types**: Full-time, Permanent

**Salary**: £18,000.00 - £23,000.00 per year depending experience

**Job Types**: Full-time, Permanent

**Salary**: £18,000.00-£23,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: One location