Helpdesk Advisor

Helpdesk Advisor
Stockport SK4 - permanent, full time
Salary £23,000 up to
Working Monday to Friday between 7am -8pm (you can be flexible with your starting and finishing times within these hours) and flexibility to work one in every 4 weekends
Helpdesk advisor / 23k / Stockport / Advisor / Customer service
We are excited to be representing this Customer Service Helpdesk role for the top Healthcare Service Provider in the UK. This role will be suitable for someone who enjoys helping people and thrives on problem solving.
Main Duties has a helpdesk advisor -- Provide excellent level of customer service when handling requests and enquiries from
customers with a 'right first time' approach when logging reactive service requests and
enquiries.
- Triage jobs to ensure they are categorised correctly, assigned an appropriate completion
priority and allocated to the correct operational resource/skillset to complete the task
- Ensure helpdesk activities are processed and dealt with in line with established procedures
- Handle & process customer requests, enquiries, chases and complaints via a range of
- Running of daily service reports to support service delivery performance e.g. chase activities based on jobs SLA performance
- Building a relationship with local operational teams to support with their service delivery
and gaining a knowledge of their buildings and resources.
- Demonstrate extensive knowledge, understanding and awareness of facilities management issues, effectively interpreting the described situations to enable
appropriate job type categorisation
- Raising Purchase Orders and Task Orders for reactive maintenance requests
- Support and process requests for minor works and new works, quotes, room bookings and space utilisation
- Liaise with service teams and suppliers to keep customers informed about progress
- Contact contractors or onsite engineers when work has not been completed to a
satisfactory level and ensure jobs are reassigned when necessary
- Work towards team goals and targets, meeting KPIs as determined by the Helpdesk

PowerPoint
- Knowledge of working with case management systems, IT helpdesk systems and/or CRM
systems
- Experience in a contact centre / customer service role
- Experience working within a team
- Experience in a FM contact centre environment

Benefits -- 27 holidays + bank holidays
- Pension
- Blue light card
- Development courses
- 2 days a year volunteering time off
- CSR Events
- Other health care benefits

GI Professional is acting as an Employment Agency in relation to this vacancy.