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Service Desk Specialist
2 months ago
Senseco Sprinkler Systems is seeking a highly organized and customer-focused Service Desk Coordinator to join our team. In this role, you will be the primary point of contact for our clients, ensuring their service requests are handled efficiently and effectively.
Key Responsibilities:
- Manage the engineering schedule, optimizing resource allocation based on geographical location and required skill sets.
- Prepare Risk Assessments and Method Statements for planned maintenance activities.
- Respond promptly to emergency call-outs, adhering to established Key Performance Indicators (KPIs).
- Handle aborted scheduled visits, accurately documenting and communicating costs to clients.
- Cultivate strong relationships with our client base, providing exceptional service and upholding the reputation of Senseco Sprinkler Systems.
- Provide timely and accurate responses to client inquiries, preventing escalation into complaints. Escalate complex issues to the Team Leader and Management Team as needed.
- Perform general administrative duties, including data entry, job closure, monitoring inboxes, and responding to emails and phone calls.
- Maintain a professional and customer-centric approach at all times.
- Collaborate with internal teams to ensure efficient resource utilization, cost savings, and revenue maximization.
- Support the Service Support Team by providing assistance and understanding various service department roles.
- Process holiday requests, absence requests, and training requests, ensuring adequate coverage during these periods.
- Adjust schedules daily to accommodate unforeseen circumstances such as sickness or peak demand.
- Escalate any staffing shortages to senior team members.
- Manage the company fleet effectively.
Skills & Competencies:
- Proficiency in computer applications.
- Excellent written, verbal, and numerical communication skills. A strong telephone manner is essential.
- A positive attitude towards career development.
- Exceptional organizational skills with the ability to prioritize and manage multiple tasks effectively.
- Previous experience in a customer service environment is highly desirable.
- Ability to work both independently and as part of a team.
- Understanding of financial principles and budgetary constraints.
- A willingness to learn about legal and regulatory compliance within the fire industry.
