Helpdesk Coordinator

4 weeks ago

Glasgow, United Kingdom Pointer Ltd Full time

About Pointer Ltd

Pointer Ltd is a values-driven organisation with over 50 years of experience in electronic security and fire detection integration.

We pride ourselves on delivering excellence to our customers, many of which are blue chip.

Our culture is based on trust, respect, empowerment, engagement, and customer focus.

We are an IIP Gold accredited organisation with aspirations to be Platinum accredited within the next two years.

We are an equal opportunities employer and abide by the Equalities Act 2010.

Job Purpose:

To provide day-to-day co-ordination of incoming emails and telephone calls to the helpdesk.

Key Responsibilities:

  1. Monitoring and action all incoming emails to the helpdesk
  2. Answering incoming calls and actioning them
  3. Liaising with the helpdesk team to ensure we meet customer KPIs
  4. Supporting the Engineering Manager/Supervisors when required
  5. Updating customer portals with Reactive and Maintenance information daily
  6. Arranging accommodation for the engineering team when required
  7. Covering duties for Reactive and Maintenance Planners UK-wide for holidays and absence

Requirements:

  • Excellent IT skills, including Service Management Systems experience
  • Knowledge of simPRO is preferred but not essential
  • Previous helpdesk experience, including planning
  • Good knowledge of the UK
  • Good customer services experience and excellent communication skills
  • The ability to organise workloads, respond quickly to changing priorities, and meet deadlines

What We Offer:

  • Company pension
  • Employee discount
  • Free flu jabs
  • Health and wellbeing programme
  • Referral programme

Working Location: In person

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