Helpdesk Administrator

**Job Description**:
Helpdesk Administrator
As a Helpdesk Administrator, you will play a crucial role in ensuring the smooth and efficient operation of their service department. Your primary responsibility will be to manage service requests, schedule appointments, and coordinate the efforts of technicians and customers to deliver exceptional service. This is a great company to be a part of, with clear career progression and training opportunities within a growing company as well as being apart of a collaborative and supportive work environment.
Responsibilities of the Helpdesk Administrator:
" Logging incoming calls and data entry.
" Gather essential information about the nature of the service request, including equipment details, issues, and location.
" Determine the urgency and priority of service requests based on client needs and contractual agreements.
" Chasing contractors for updates and reports via telephone.
" Raising purchase orders for suppliers.
" Regularly Liaising with engineers.
" Maintain open and clear communication with clients and customers regarding appointment scheduling and service updates. Manage client expectations regarding service delivery timelines.
" Act as a point of contact to address any issues that may arise during service delivery, ensuring swift and effective resolution.
" Escalate complex or critical issues to the appropriate channels for immediate attention.
" Allocating engineers to subcontractors.
" Handling customer enquiries and complaint handling.
" SLA and KPI monitoring.
" Arranging access with sites.
" Raising permits where required.
" Assisting the Service Manager and Senior Service Co-ordinator.
" Other general Admin duties.
Requirements of the Helpdesk Administrator:
" Strong Administration experience.
" Proficient in Microsoft packages Excel and Word plus Outlook.
" Excellent communication skills verbally and written.
" Ability to multitask and prioritise workload.
" Industry knowledge of refrigeration or experience working with engineers is beneficial.
" Experience using CRM system.
If you are a motivated individual with exceptional organisational skills and a passion for delivering top-notch service, please click "Apply" today to be considered for this position.