Out of Hours Helpdesk Advisors

2 weeks ago

Leeds, United Kingdom CBRE Full time

**PURPOSE OF THE JOB**

Provide a comprehensive helpdesk and administrative service**.**

**MAIN DUTIES AND RESPONSIBILITIES**
- Answer incoming calls within 25 second SLA.
- Log calls on the si7 system using clear details.
- Dispatch calls to engineers in timely manner with accurate details recorded in the
- job and with correct priority assigned.
- Through training and experience you will gain an in-depth knowledge of FM helpdesk products and industry standards in order to assist the Purchasing, Technical Support and Contract Support teams when required.
- Monitor reactive and maintenance performance for each engineering sector to assist in meeting SLA levels.
- Be proactive and driven in ensuring an excellent customer journey is provided, from call logging through to completion.
- Log complaints on the Complaints Database, ensure the complaint is updated regularly and closed within SLA.
- Be a ‘Contract Champion’, where you will be involved in helping our team provide an excellent level of service through building relationships with staff from other Helpdesks, involved in meetings, handling minor escalations and rewarded for positive outcomes.
- Carry out any other additional duties as required, or directed by the Helpdesk Manager or Supervisor.

**PERSON SPECIFICATION**

**Education **[Essential] A good basic education is essential, with at least GCSE passes in

Maths and English or equivalent.

[Desirable] Higher educational qualifications to ‘A’ level/HNC/D or degree would

be beneficial or equivalent.

**Training **[Essential] Good PC based skills, with experience in Word/Excel and Outlook
- intermediate to advance level.

[Desirable] PowerPoint and Access.

**Experience **[Desirable] 1 years experience in a similar role.

[Desirable] Previous experience of a customer-facing role using operating

systems such as Dynamics AX or Concept software.

Some financial / accounting experience would be an advantage.

**Aptitudes **Must demonstrate a strong sense of customer focus.

Excellent verbal, and good basic standard of written, communication skills.

Self-motivated and systematic.

Results/ task orientated, attention to detail and accuracy. Excellent time management and organisational skills. Commitment to continuous improvement.

Ability to work as part of a team, as well as independently.

**Character **Committed to customer service delivery.

Reliable and committed.

Confidential and discrete approach.

Calm manner, able to work under pressure and with changing demands and priorities.

Smart appearance

Be flexible to work outside core office hours from time to time

**Essential Experience**
- Experience working within a Facilities Management / customer services environment
- Good oral communication skills
- Confident and able to use initiative

**Job Types**: Full-time, Part-time, Temp to perm

**Salary**: From £19,950.00 per year

Schedule:

- Night shift
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- IT Support: 1 year (preferred)
- Customer service: 1 year (preferred)

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