Helpdesk Administrator
4 weeks ago
Job Title: Helpdesk Administrator
Job Summary:
The Helpdesk Administrator will be responsible for the logging, allocation, progression, chasing, and completion of faults on the contract.
Key Responsibilities:
- Logging service requests by telephone and email
- Providing coverage for the helpdesk during the absence of the EIC operative, and for the Co-ordinator during their absence
- Ordering parts required for the job
- Ensuring the RW to AW work process is followed
- Ensuring compliance with statutory and company procedures across all functions
- High attention to detail on all work submitted
- Dispatching work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location, and service delivery arrangements
- Escalating any complaints or issues as required
- Analysis of job history/running reports to avoid duplication
- Undertaking other duties as directed by management
- Managing the completion process and ensuring all closures are sent to the client
- To demonstrate rapid response to customer issues and show a systematic approach to problem solving
- To take reasonable care for the health and safety of him/herself and others
- Adhering to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times
- Understanding, identifying, and applying the Service Level Agreement (SLA) for each service request and setting expectation with customer
- Contributing to reducing levels of customer complaints
Required Skills and Experience:
- Exceptional organisational skills
- Ability to handle conflicting workloads and to work under pressure
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always
- Ability to develop effective relations with key stakeholders including management, customers, staff teams, and clients
- Ability to set and achieve targets via effective engagement with stakeholder groups
- Strong communications skills in both telephone and correspondence/report handling
Desirable:
- A previous customer service representative or frontline support role is desirable
- Experience in using CAFM system or asset management system
- Rounded educational background and credible experience as a helpdesk operative
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