Helpdesk Advisor

**Job Title**: **HELPDESK ADVISOR Contract/Division**: National Accounts,

**Reports To**:Helpdesk Lead

**Location**:Leeds Gateway

**Job Purpose**:
Ensure a prompt, professional and efficient customer service. Accurately record service requests and proactively escalate issues to the operational support team.
- Full time (40 hours) working 5 days over 7
- Part time positions
- weekdays/weekends/ evenings and night
- Post Covid
- Hybrid working solution 3 days office 2 days working from home currently._

**Role Summary**
- Have a clear and professional telephone manner.
- Respond quickly and efficiently to incoming telephone in line with client service levels.
- Accurately record details of the caller, problem and severity and ensure that the Helpdesk Lead is aware of situations which could develop into issues and impact the client.
- Attention to detail when obtaining and inputting information.
- Dispatch calls to engineers and vendors in timely manner with accurate details recorded in the job with correct priority and processes followed. Ensure you are utilizing key documents and materials to accurately dispatch.
- Be proactive and driven in ensuring an excellent customer journey is provided.
- Understand procedures and processes and operate them to the required standard.
- Participate and engage in regular training on commercial and contract processes, such as Lifecycle of a Work Order.
- Through training and experience you will gain an in-depth knowledge of FM helpdesk products and industry standards.
- Identify any potential areas of improvement and highlight to your Helpdesk Team Lead.
- Attend and engage in relevant meetings, when required.
- _________________________________

**Out of Hours**:

- Monitor reactive and maintenance performance for each engineering sector to assist in meeting SLA levels.
- Manage customer chase and escalations to the work orders attendance SLA.
**Person Specification/ Requirements**

**Essential Desirable**
- Knowledge of computer
**Education**
- Strong verbal communication skills
- Microsoft Word - Basic knowledge in Customer Service
- Microsoft Excel
- Basic knowledge Call Handling Skills
- Experience of working with and developing KPI’s and measurement information in a similar environment
- A basic understanding of business and Understands the customer-facing environments. requirements of operating
**Knowledge**
- Been a part of a high-performing team.
**Experience**
- Must demonstrate a strong sense of customer focus
- Excellent verbal and written communication skills
- Self-motivated and systematic
- Results/task orientated
- Aptitude Attention to detail and accuracy
- Excellent time management and organisational skills
- Commitment to continuous improvement
- Ability to work as part of team and individually
**Circumstances**
- Committed to service delivery excellence
- Honest and Reliable
- Confidential and discrete approach
- Calm manner and able to work under
**Core Competencies ** pressure dealing with conflicting priorities
- Smart appearance
- Flexible
- Please Note: _
- All details are provided for guidance only; they do not necessarily limit the responsibilities and accountabilities of the job. Full details of employment terms are provided within offers of employment, and appropriate policies within the Company. _

**Job Types**: Full-time, Part-time, Permanent

**Salary**: From £19,998.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Flexible schedule
- Gym membership
- Referral programme
- Wellness programmes
- Work from home
Schedule:

- 8 hour shift
- Day shift
- Night shift
- Weekend availability

**Education**:

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

- Customer service: 1 year (preferred)