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Help Desk Coordinator

2 months ago

Barrhead, East Renfrewshire, United Kingdom Pertemps Network Group Full time
About the Role

Pertemps Network Group is seeking a highly skilled and organized Service Desk Coordinator to join our team. As a Service Desk Coordinator, you will play a critical role in ensuring the smooth operation of our client's service desk.

Key Responsibilities
  • Customer Service: Provide exceptional customer service to existing customers, responding to their queries and requests in a timely and professional manner.
  • Job Management: Monitor and check jobs from the system, liaising with clients and the wider service team on any queries or issues.
  • Log Management: Log jobs as per the agreed client matrix, liaising with clients directly and the service team.
  • Escalation Management: Handle any chases or escalations received and escalate as per the appropriate process.
  • Triage and Diagnosis: Triage and interrogate remote system data to diagnose faults and support decisions on engineer attendance or remote call management.
  • Workload Management: Organize the workload of the engineering team, planning and directing engineering resource to ensure customer deadlines are met.
  • Customer Communication: Ensure customers are kept updated on the progress of outstanding works.
  • Team Support: Assist in ensuring the team follows established procedures and quality standards.
  • Customer Service Promotion: Promote positive customer service, dealing with any customer concerns or escalations in a professional manner.
  • Balance Management: Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment.
  • Issue Alerting: Alert management on issues and assist as required in the resolution of such matters.
  • Contract Understanding: Understand customer contracts and assist in delivering to service level agreements.
  • Reporting: Run and distribute scheduled and ad-hoc reporting as per contract/management requirements.
  • Team Collaboration: Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required.
  • Procurement and Scheduling: Coordinate spares and parts procurement and scheduling of fitting.
About You
  • Customer Service Experience: Proven customer service/contact centre experience.
  • Scheduling Experience: Experience scheduling orders/deliveries/engineers/visits.
  • Customer Focus: Customer-focused with a positive attitude and ability to take ownership/responsibility of your own work.
  • Technical Skills: Ability to use Microsoft packages confidently.
Working Pattern

The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts. Various shift patterns are available, operating between 8am and 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.