Helpdesk Advisor

**Helpdesk Advisor**

Leeds

**Brief**

**Helpdesk Advisor** needed for a utilities company based in Leeds who are looking to employ an experienced and well-rounded Helpdesk Advisor, that takes pride in their work with an in-depth knowledge of using CAFM/CRM systems.

**What the role entails**:
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Some of the main duties of the Helpdesk Advisor will include:
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**Complexity:
The role will report into the Helpdesk manager to deliver a high-performing helpdesk and customer service function. The effective delivery of these responsibilities is critical for the delivery of our property and facilities partnership with Wakefield Council.

**Helpdesk Responsibilities**
- Prioritise requests in line with policy agreed with the Council to ensure that customer requirements are met.
- Triage the customer requests in accordance with company processes to identify the most appropriate dispatch approach, e.g. raising a works order for later dispatch, referring the request to the sub-contractor management team or referring the request to another internal or external owner.
- Assisting customers with requests already in progress - providing updates on status of works or referring the request as appropriate, recording this on Impact for audit purposes.
- Ensuring that all customer and internal interactions are recorded on Impact in accordance with processes so that there is a full and complete audit trail of all communications as required by contract.
- Receive and record customer complaints, assisting the customer where possible to resolve the complaint immediately but escalating/referring as appropriate in accordance with processes.
- Escalate requests and calls as appropriate to ensure enquiries are dealt with promptly.
- Produce information and reports from Impact as and when required.
- Carry out administrative tasks for the Helpdesk and Planning function, to ensure that systems are up to date, all relevant documentation is completed or report submissions are completed.
- Maintain a familiarity with the estate, a broad understanding of the services provided by the partnership and an awareness of the contract to ensure that a high-level of customer service can be provided.

**Other Responsibilities**
- Take responsibility for carrying out business continuity activities in accordance with the business continuity plan.
- Provide cover for colleagues within the planning and helpdesk function, (for example during annual leave, sickness or periods of high demand), to ensure contractual and customer requirements are met, carrying out functions commensurate with the role.
- To carry out any other ad hoc duties as required commensurate with the role.
- Participate in the appraisal and one to one performance management processes.
- To undertake and participate in any training or development courses as may be required in future to ensure the duties of the role are effectively carried out.

**Qualifications or Required Experience**:

- Excellent communication skills across all channels - face to face, written and verbal.
- Experience working in a contact centre, helpdesk or customer service function.
- Self-disciplined, able to work on own initiative and commitment to meeting and exceeding customer expectations at all times.
- Flexible and adaptable approach to work.
- Experience of CAFM/CRM systems and ability to develop knowledge of Impact.
- Ability to prioritise and work well under challenging targets.
- Ability to follow processes, procedures and guidance.
- Ability to manage operational risks and prioritise with sound judgement.

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Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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