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Service Desk Administrator

2 months ago

Belfast, United Kingdom H&J Martin Full time
Job Title: Service Desk Office Administrator

Job Summary:

As a Service Desk Office Administrator at H&J Martin Ltd, you will play a crucial role in ensuring a consistently high level of service to our clients across Ireland. You will be responsible for carrying out a range of administration and call handling tasks in the Business Support Team, providing a professional customer-focused service and representing the Company to a wide range of clients.

Key Responsibilities:

  • Maintain and update various management systems with data information, working closely with the Business Support Team.
  • Handle incoming calls and emails from key stakeholders, providing timely and effective responses.
  • Retrieve data from company information management systems and input data into these systems.
  • Work closely with Service Delivery and ROI Operations to ensure high-quality service standards.
  • Assist with contract maintenance paperwork and update the Company's CAFM and document management systems.
  • Monitor KPI dashboards and chase assigned tasks with SCP and internal engineers.
  • Update response and completion dates/time on tasks via concept and check priority response KPI's and completion KPI's.
  • Notify clients of delays using Actual E11a's and upload received paperwork from internal engineers for reactive tasks.
  • Liaise with the commercial team for reattendances/work completion queries.

Requirements:

  • Excellent organisational and time management skills.
  • Excellent telephone technique and communication skills.
  • Excellent IT skills, including proficiency in MS packages and web-based systems.
  • Excellent attention to detail and customer service skills.
  • Ability to work within a team and have a positive, flexible and self-motivated attitude towards the business and the achievement of objectives.

Desirable Criteria:

  • Previous experience working in a contact center or helpdesk.
  • Experience working with Information Management Systems.
  • Experience working within Facilities Management.