Helpdesk Advisor

2 months ago


Birmingham, United Kingdom 14forty Full time

**What you'll be doing**: Helpdesk Advisor Reports To: Head of Operations, 14forty Central Location: Parklands, Birmingham Hours: Full-Time (40 hours) Mon - Fri, working shift patterns between 6am-6pm, including some Bank Holidays Salary: £10.90 per hour Sector: 14forty/Business & Industry As a member of the Central Helpdesk team the successful candidate’s role is to handle incoming service requests from a number of clients and see them through to resolution, whilst providing exceptional customer service. The work management process starts with our customers requesting facilities management assistance at one of their sites via a number of ways (i.e. emails, incoming calls, etc). These requests together with planned preventative maintenance dockets are logged on our internal system then despatched to our operational site teams to resolve within a set service level agreement. On completion, the Helpdesk team will then be responsible for the closure of the event. A number of the existing contracts also involve elements of financial preparation which includes the seeking of costs and obtaining financial sign off from the client. KEY ACCOUNTABILITIES - Responds to incoming customer/client phone calls and emails and resolves questions within specified timescales using scripts and standard call response dialogue. - Manages all incoming FM requests to mutual and full resolution. - Ensures quality assured procurement services for goods and services using preferred suppliers and sub-contractors, ensuring best value at all times and obtaining approval of costs from appropriate authorised individual - Ensure appropriate method of despatch to contractors and obtain completion data for input into the IT system in real time. - Record any signs of dissatisfaction and escalates accordingly. - Required to calculate some simple quotations and chargeable works using the existing systems and processes (e.g. SCCFs and iApprove). - Respond to all email and personal communications in a concise and professional manner - Ensure timescales are met or exceeded - Accountable for the completion of standard or non-standard tasks, within the scope of the function - Delivers activities to support operational objectives for their role


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