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.
Despatch calls to engineers in timely manner with accurate details recorded in the
job and with correct priority assigned.
Monitor and action email inboxes promptly and efficiently.
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.
A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
Higher educational qualifications to A level/HNC/D or degree would be beneficial or equivalent. (Desirable)
Good PC based skills, with experience in Word/Excel and Outlook - intermediate to advance level.
PowerPoint and Access. (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. (Desirable)
Some financial / accounting experience would be an advantage.
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.
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.
Be flexible to work outside core office hours from time to time
Experience working within a Facilities Management / customer services environment
Good oral communication skills
Confident and able to use initiative