Service Helpdesk Assistant

Our client is currently looking for a Service Helpdesk Assistant to join their busy team

In accordance with systems and practices laid out by our client, the role will involve overall management and implementation of systems and procedures for our dedicated re-active division. You will be responsible for delivering service excellence at alltimes ensuring KPI’s are being met and exceeded. The role requires effective call handling and management dealing with clients, engineers, operatives and sub-contractors to ensure that quality service delivery is top priority. This role requires that all contractualobligations/SLA’s are being met and delivered with no deviation. The right personality is crucial for this role and the ability to handle many high pressure demands at once and remain unfazed.

**Salary**:£22,000 - £25,000 PA (Bonus Scheme, Fuel Card, Over time allowance)

**Service Helpdesk Assistant Duties**:

- In association with the Service Helpdesk Manager, maintain and sustain all processes and implementations made of the dedicated helpdesk division (re
- active works).
- Maintain and sustain the processes implemented and system to suit the business and client expectation
- In association with the Service Helpdesk Manager, sustain and maintain quality within the procedures and processes to ensure high efficiency.
- To communicate/liaise with clients to ensure mutual satisfaction
- Responsible for the maintenance and championing of excellence in customer service at all times
- Ensure that all KPI’s are being met and exceeded where ever possible
- Responsible for proactively advising clients on service progress/further works required and obtaining any required authorisations (purchase orders and P2P’s)
- Effectively handle and prioritise any client complaints appropriately and escalating where necessary to ensure matters are dealt with within the SLA’s agreed upon.
- Developing high trust client relationships and point of contact attending meetings where required
- Effective logging and management of all reactive service calls onto the service management system as required ensuring that any relevant information obtained and recorded as required.
- Responsible for ensuring that all reactive maintenance work and follow ups is being regularly reviewed and proactively assigned to the right engineers and client accounts
- Analysing the resources available ensuring the most appropriate engineer attends the call taking into account technical skills base, location and client preferences as far as possible
- Ensuring that reactive work is done within the agreed call out matrix and adheres to attendance times at all times
- Responsible for constant reviewing of progress and quality of the job analysing to ascertain whether works are required prior to shutting down. Obtains images for closing down process
- Ensure correct certification and paperwork is received, supplied to the client and copies saved in the management system
- Close jobs within the targets set ensuring accuracy prior to passing through for invoicing within 2 working days
- Liaise constantly with operatives, suppliers and subcontractors to ensure excellent service delivery. This includes on site health and safety i.e. correct PPE, signage and RAMS are being observed at all times
- Recognise and escalate any internal issues related to sites or engineers to the appropriate person in a timely manner
- Coordinate workforce effectively ensuring operatives and engineers time is maximised for optimum profitability
- Check and process operatives/engineers’ incoming reports, monitoring for discrepancies ensuring accuracy and relevance reporting back to engineers/manager where relevant
- Update client information as required
- Logging new contacts onto the system as required
- Managing own time effectively to ensure all daily objectives are met.
- Innovative work will be strongly encouraged to enhance existing skills and improve status.

**Service Helpdesk Assistant Requirements**:
It is a requirement that everyone at our client demonstrates a flexible approach to their detailed duties and responsibility of the post.
- Ability to make quick decisions
- Ability to multitask in high pressure environment
- Composure
- Conflict Management
- Interpersonal Savvy
- Managing Diversity
- Logical and excellent at problem solving
- Ability to prioritise and manage workload
- High levels of initiative
- Customer service ethos
- Action orientated
- Enthusiastic and dynamic
- Positive personality with humour
- Excellent communication and organisational skills
- Conscientious
- Willingness to go the extra mile from time to time
- Good general IT skills

Our client believe that it is good practice to inform job holders about our expectations through the use of job specifications. They also recognise however, how important it is to have a flexible, adaptable and multi-skilled approach to their jobs withouthaving to issue new paperwork for every minor change or development to a role. To this end, the following list is not exhaustive and includes the following: Any other reasonable accountability as determined by my Company Directors within the scope of my roleor abilities.