Customer Services Helpdesk Administrator

3 weeks ago

Warrington, United Kingdom Science and Technology Facilities Council (STFC) Full time

**Science and Technology Facilities Council**
**Salary: £28,498 to £29,922 (dependent on skills and experience)**
**Contract Type**:Fixed Term Contract****:

- 12 months**

**Hours: Full-time**
**Location: Daresbury Laboratory, Cheshire, WA4 4AD**

**Closing date: 21st April 2024**

Together, our scientist, technologists, engineers and business support team explore the unknown and turn what they find into work that changes the world around us. Whether it’s sending probes into space or finding new ways to treat cancer, everyone here plays a vital role in making a positive difference to society.

Come and discover how much you can achieve when you’re surrounded by world-leading experts, encouraged to constantly learn and empowered to explore your curiosity.

The role will deliver efficient administrative support to ensure the wide range of Estates Services and customer related work streams and responsibilities are prioritised to deliver optimum output.

This post holder will deliver on a range of responsibilities/activities including, managing customer queries and interactions, entering of work requests for reported faults/breakdowns, analysing and proactively monitoring outstanding work requests and assisting with a diverse range of workflow and requests.

The role requires a self-motivated and customer focused approach and the post holder will be expected to take on a range of responsibilities. The post holder will be well organised and proactive, with an interest in STFC and Estates functions. They should also be willing to embrace change and be an advocate of new processes and systems. Clear communication and customer services skills are essential to this role.

**Role Responsibilities**
- Acting as first point of contact with customers of all levels via all means of communication and deliver a high level of customer service.
- Triaging and entering all jobs on the Helpdesk CAFM system, ensuring full and accurate detail is obtained and input.
- Providing first level triaging and prioritising for job requests.
- Monitoring helpdesk jobs and provide regular updates to customers on job status through to completion.
- Working closely with Estates Services to observe and contribute to workflow processes to ensure work is being progressed and highlight any potential issues.
- Assisting in obtaining quotations, raising requisitions and forwarding instructions via CAFM system.
- Following up completed jobs to ensure correct information/paperwork captured within CAFM system and all necessary recharges processed.
- Obtaining customer feedback to enhance the helpdesk function and service complaints and escalate where necessary.
- Assisting with the scheduling and arranging access of PPM (Inspection) tasks.
- Analysing helpdesk data to identify any trends and run reports as required.
- Undertaking appropriate training in the CAFM system, associated processes, and customer focused service delivery.
- Attend and participate at meetings, take actions and professionally represent the Helpdesk, including at site-wide Estates Services and wider departmental engagement.
- Support colleagues and coach/train new staff on a range of work areas.
- Review and refresh service content on The Source / Estates Services pages.
- Adhere to all GDPR procedures in the managing of sensitive/personal information.
- Providing more general support for the Estates Services teams as required.

The above duties may require occasional travel to other sites and involve overnight stays.

**Estates and Corporate Responsibilities***

As a member of STFC’s Estates Services, proactively support the Estates remit to deliver flexible, customer focused and efficient services that support the delivery of STFC’s vision, values and objectives.

The Estates Services team needs to be agile and able to adapt to the ever-changing needs of our diverse customer base therefore it is expected that the post holder will demonstrate a flexible and adaptable approach.

All members of the Estates team will, from time to time, be expected to lead or participate (appropriate to Band level) in STFC and Estates projects that may be outside their normal remit.

**Essential Shortlisting Criteria**:
**Desirable**
- Level 3 qualification in relevant area

**Knowledge and Experience**

**Essential**
- Previous experience of working in a customer-facing administration role, delivering excellence, responding to workflow in a busy service delivery environment
- A proficient user of Microsoft Office packages including Word, PowerPoint, Excel and SharePoint, able to learn new IT systems and processes quickly.
- Demonstrate ability to analyse and work accurately with data
- Excellent communication skills, both written and verbal
- Organisationally effective with ability to manage competing deadlines and switch between multiple workflows
- Confidence and experience to effectively resolve difficult situations
- Evidence of contributing and engaging in continuous improvement i

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