Helpdesk Support Specialist

4 weeks ago


United Kingdom Irwin M&E Limited Full time
Job Title: Helpdesk Operative

Irwin M&E Limited is a company driven by values based on loyalty, safety, innovation, and success. We are seeking a skilled Helpdesk Operative to join our dynamic team.

Job Summary

The Helpdesk Operative will be responsible for answering and logging calls onto our database, planning and scheduling direct labour and subcontractors for optimum efficiency, and effectively monitoring the delivery of reactive repairs works to ensure contract KPIs are met.

Key Responsibilities
  • Answer and log calls onto our database
  • Plan and schedule direct labour and subcontractors for optimum efficiency
  • Effectively monitor the delivery of reactive repairs works to ensure contract KPIs are met
  • Contribute to improving customer support by actively responding to queries and handling complaints and compliments
  • Maintain a continued focus on process improvement, establishing best practice and sharing information with the wider team to ensure consistency
  • Provide administrative support to the management team as required
Essential Skills and Experience
  • Excellent computer skills including MS Office (Excel) and CAFM systems
  • A professional and composed telephone manner and customer care skills
  • Confident and professional manner in dealing with stakeholders at all levels
  • Evidence of working within a team, supporting and working with others to reach organisational goals
Desirable Skills and Experience
  • Experience in a similar role from a Facilities Management (FM) environment, ideally involving the allocating and planning of responsive works
  • Previous practice in using CAFM software
What We Offer
  • Ongoing training and development opportunities
  • Working alongside experts in their field
  • Health cash plan including compensation for dentistry and optical well-being
  • Enhanced maternity and paternity leave
  • Additional holiday increase with length of service
  • Team building and activity days
  • Monthly employee value-based recognition award monetary gift
  • Health, wellbeing, and social calendar of events
  • Long service awards

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