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Helpdesk Coordinator

4 months ago

Edinburgh, United Kingdom ISS Facility Services Full time

**Helpdesk Coordinator**

**Edinburgh**

For more information on salary and our excellent benefits - please contact the recruitment team for this information. Although we don’t advertise our salaries, you won’t be disappointed

We are seeking a customer-focused Helpdesk Coordinator to join our team and provide proactive support to Leonardo, one of our valued clients. In this role, you will be the central point of contact for all employees and customers who wish to raise a request or report a fault.

As the coordinator, you will be responsible for ensuring that all jobs are processed in line with contractual service level agreements and priority response guidelines. You will need to have a keen eye for detail and be able to manage multiple requests simultaneously, ensuring that all issues are resolved in a timely and efficient manner.

Excellent communication skills are essential in this role, as you will be required to communicate effectively with clients, peers, and the management team at all times. You should also have a proactive approach to customer service, anticipating potential issues and resolving them before they become problems.

Join our team and help us deliver exceptional support to our clients

**Key Responsibilities**_**_
- Ensure all jobs are processed in line with the agreed SLA’s and priority response times
- Ensure all calls are answered in a timely manner to ensure a minimum “calls lost” position
- Liaise daily with site-based contacts to ensure jobs are closed off in a timely manner
- Ensure the customer is kept aware of the progress of a job and any reasons for delay
- Review accuracy of job status related notes and assist Performance Manager in Auditing
- Continually review progress of all tasks by site, prompt updates, and communicate shortfalls to assigned resource
- Carry out customer service questionnaires and feedback information. Highlighting any issues that may affect the contract performance or cause client dissatisfaction

**Professional and personal competencies/qualifications**_**_
- Educated to GCSE and A Level standard desirable
- Excellent customer care experience, working in a similar role within a corporate environment
- Be able to respond to many requests and at times work under pressure to ensure customers requirements are met
- Proficient in the use Microsoft Office, especially Word and Excel
- Be able to communicate with all levels of staff in a polite and efficient manner
- Previous use of Helpdesk & Switchboard operating packages a benefit
- Able to manage data and create reports as requested

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

**If you have any further queries regarding this role, please contact the Resourcing Team on 0330 311 2739**

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

Schedule:

- Monday to Friday

Work Location: One location

Reference ID: 108335