Helpdesk Coordinator

**Working Hours | **Monday-Friday 40 hours on a rota bases between 8am-8pm
**Salary | **£20,000 p/a

Here at MJ Quinn we currently have an exciting new opportunity for a **Help desk Coordinator** to join the business. This position will be based in our Head Office in Knowsley, Liverpool. The team currently work 8am-5pm however rotational shifts up till 8pm will be required to meet business needs.

**Who are MJ Quinn**

MJ Quinn are an established national organisation, with contracts covering the length and breadth of the UK and Ireland. We have over 1500 workers delivering our services. We believe in creating great connections, with our customers, our people, and our world.

As a **Help desk Coordinator**, you will be responsible for ‘on the day’ allocation and Jeopardy management of work for all service delivery products and pro-actively managing the outbound workflow.

**Your role will include**:

- Allocation of work to field teams
- Jeopardy Management of field resource
- Allocate and jeopardy manage the work stack to help deliver efficiencies in the operation and maximise the bottom-line contribution
- Use Dynamics 365 as the single system for task allocation and jeopardy management
- Deliver inbound and outbound call metrics and maintain service level agreements
- Prioritise on the day work stack and allocate effectively to deliver client metrics
- Generate process and productivity improvements and/or efficiency savings
- Operate a duty of Care function for field personnel
- Dealing with requests via inbound calls within a timely manner and observing daily KPIs
- Monitoring all upholding queues and identifying potential conversions
- Utilise the escalation process to ensure all work is closed by the end of the day/due date
- Provide daily MIS and retrospective analysis
- Compliance with legal noticing standards (TMA)

**Experience**:

- Worked in a Call centre/Customer Service background
- Experience with Dynamics 365
- Telecommunications Experience

**Benefits packages**:

- 33 days holiday
- Medicash Scheme
- Pension Scheme
- Gym & Retail Discounts
- X2 Life Assurance
- Cycle to work scheme

If your looking for a new challenge and want to join a dynamic company we want to hear for you

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

**Salary**: £20,000.00 per year

**Benefits**:

- Cycle to work scheme

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Prescot: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: One location