Helpdesk Support Specialist

3 weeks ago


London, Greater London, United Kingdom ABM UK Full time

Job Title: Helpdesk Administrator

Job Summary: We are seeking a highly organized and detail-oriented Helpdesk Administrator to join our team at ABM UK. The successful candidate will be responsible for logging, allocating, progressing, chasing, and completing faults on our contract.

Key Responsibilities:

  • Logging service requests by telephone and email
  • Providing coverage for the helpdesk during the absence of the EIC operative and for the Co-ordinator during their absence
  • Ordering parts required for the job
  • Ensuring the RW to AW work process is followed
  • Ensuring compliance with statutory and company procedures across all functions
  • Providing high attention to detail on all work submitted
  • Dispatching work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location, and service delivery arrangements
  • Escalating any complaints or issues as required
  • Analysis of job history/running reports to avoid duplication
  • Undertaking other duties as directed by management
  • Managing the completion process and ensuring all closures are sent to the client
  • Demonstrating rapid response to customer issues and showing a systematic approach to problem solving
  • Taking reasonable care for the health and safety of him/herself and others
  • Adhering to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times
  • Understanding, identifying, and applying the Service Level Agreement (SLA) for each service request and setting expectation with customer
  • Contributing to reducing levels of customer complaints

Requirements:

  • Exceptional organisational skills
  • Ability to handle conflicting workloads and to work under pressure
  • An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always
  • Ability to develop effective relations with key stakeholders including management, customers, staff teams, and clients
  • Ability to set and achieve targets via effective engagement with stakeholder groups
  • Strong communications skills in both telephone and correspondence/report handling

Desirable:

  • A previous customer service representative or frontline support role is desirable
  • Experience in using CAFM system or asset management system
  • Rounded educational background and credible experience as a helpdesk operative


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