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Help Desk Coordinator

2 months ago

Central Inverclyde, United Kingdom Pertemps Network Group Full time £23,600
About the Role

Pertemps Network Group is seeking a highly organized and customer-focused Service Desk Coordinator to join our team. As a Service Desk Coordinator, you will play a critical role in organizing and prioritizing the workload of our engineering team, ensuring that customer deadlines are met and that customers are kept updated on the progress of outstanding works.

Key Responsibilities
  • Manage incoming queries and requests from existing customers, providing timely and effective solutions.
  • Monitor and check jobs from the system, liaising with clients and the wider Service team on any queries.
  • Log jobs as per the agreed client matrix, liaising with clients directly and the Service team.
  • Handle chases or escalations received and escalate as per appropriate process.
  • Triage and interrogate remote system data to diagnose faults, supporting decisions on engineer attendance or remote call management.
  • Organize the workload of the engineering team, planning and directing engineering resource to ensure customer deadlines are met.
  • Ensure customers are kept updated on the progress of outstanding works.
  • Assist in ensuring the team follows established procedures and quality standards.
  • Promote positive customer service, dealing with any customer concerns or escalations in a professional manner.
  • Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment.
  • Alert management on issues and assist as required in the resolution of such matters.
  • Understand customer contracts and assist in delivering to service level agreements.
  • Run and distribute scheduled and ad-hoc reporting as per contract/management requirements.
  • Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required.
  • Coordinate spares and parts procurement and scheduling of fitting.
About You
  • You will have customer service/contact centre experience, with a proven track record of scheduling orders/deliveries/engineers/visits.
  • You will be customer-focused, with the ability to thrive in a fast-paced environment.
  • You will have experience with customer contact via phone and email, and be able to use Microsoft packages confidently.
  • You will have a positive attitude and be able 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. There are various different shift patterns available, operating between the earliest start time of 8am and the latest finish time of 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.