Job Description

The Helpdesk Operator will interact with our customers and suppliers ensuring a prompt, professional and efficient service, in terms of initial telephone or e-mail response, accurate recording of requests for service and escalating problems before they become issues.

• Accurately record details of the caller, problem and severity and ensure that Team Leaders are aware of situations which could develop into issues and impact the client.
• Understand procedures and processes and operate them to the required standard.
• Respond quickly and efficiently to incoming telephone in line with client service levels.
• Attention to detail when obtaining and inputting information.
• Have a clear and professional telephone manner.
• 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 Facility Management (hard and soft services) 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 Service Level Agreement (SLA) levels.
• Be proactive and driven in ensuring an excellent customer journey is provided, from call logging through to completion.
• Identify any potential areas of improvement and highlight to your Team Leader.

Required Knowledge, Skills, and Abilities

Experience of providing helpdesk or call center service, developing productive working relationships with key customers and suppliers. Basic Understanding of computer hardware, peripherals and applications e.g. networks, shared files and folders, report creation. Keyboard skills. Good communication skills both verbally and written. Knowledge of computer databases and their applications. Ideally be qualified to NVQ level 2 or 3 in Customer Service or Call Handling. Experience of working with, and developing KPI’s and measurement information in a similar environment. Microsoft Word – Basic. Microsoft Excel – Basic.