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Help Desk Support Specialist
2 months ago
Job Summary
Pertemps Network Group is seeking a highly organized and customer-focused Service Desk Coordinator to join our team. As a key member of our service delivery team, you will play a vital role in ensuring the smooth operation of our client's service desk.
Key Responsibilities
- Manage Incoming Queries: Respond to all incoming calls and manage queries and requests from existing customers in a timely and professional manner.
- Job Scheduling: Monitor and check jobs from the system, liaising with clients and the wider service team on any queries or issues.
- Log Jobs: Log jobs as per the agreed client matrix, liaising with clients directly and the service team.
- Chase and Escalate: Handle any chases or escalations received and escalate as per the appropriate process.
- Triage and Diagnosis: Triage and interrogate remote system data to diagnose faults to support decisions on engineer attendance or remote call management.
- Workload Management: Organize the workload of the engineering team, plan and direct engineering resource to ensure customer deadlines are met.
- Customer Communication: Ensure customers are kept updated on the progress of outstanding works.
- Team Support: Assist in ensuring the team follow established procedures and quality standards.
- Customer Service: Promote positive customer service, dealing with any customer concerns or escalations in a professional manner.
- Issue Resolution: Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment.
- Reporting: Run and distribute scheduled and ad-hoc reporting as per contract/management requirements.
- Collaboration: Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required.
- Procurement: Coordinate spares and parts procurement and scheduling of fitting.
About You
- Customer Service Experience: Proven customer service/contact centre experience.
- Scheduling Experience: Experience scheduling orders/deliveries/engineers/visits.
- Customer Focus: Customer-focused with the ability to thrive in a fast-paced environment.
- Technical Skills: Ability to use Microsoft packages confidently.
- Positive Attitude: A positive attitude and ability to take ownership/responsibility of your own work.
Working Pattern
The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts. Various shift patterns are available, operating between 8am and 8pm, across 7 days of the week to ensure cover. You will have a minimum of 2 days off each week (some weeks 3 days off) and will only work one weekend out of every 4.
