JOB TITLE: Helpdesk Administrator
LOCATIONS: 14 Pier Walk, SE10 0ES
SHIFT PATTERN: Monday to Friday, 8-5
SALARY: £29428.35 Annually
ROLE OVERVIEW AND PURPOSE
The Helpdesk Administrator will be responsible for the logging, allocating, progressing, chasing & completion of faults on the contract.
The post holder will be required to deal with various FM challenges and be required to deal with any related issues that arise as part of those works resolving any associated challenges. They will be required to understand both the contract and its associated specifications to ensure delivery to customer expectations.
Typically, the post holder will be required to escalate any decisions to their line manager.
KEY RESPONSIBILITIES
- Logging service requests by telephone and email
- Provide coverage for the helpdesk during the absence of the EIC operative, and for the Co-ordinator during their absence
- Ordering parts required for the job
- Ensuing RW to AW work process is followed
- Ensure compliance with statutory and company procedures across all functions
- High attention to detail on all work submitted
- Dispatch work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location and service delivery arrangements
- Escalate any complaints or issues as required
- Analysis of job history/running reports to avoid duplication
- Undertake other duties as directed by management
- Manage the completion process and ensure all closures are sent to the client
- To demonstrate rapid response to customer issues and show a systematic approach to problem solving
- To take reasonable care for the health and safety of him/herself and others
- Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times
- Understand, identify, and apply the Service Level Agreement (SLA) for each service request and set expectation with customer
- Contribute to reducing levels of customer complaints
REQUIRED SKILLS AND EXPERIENCE
- Exceptional organisational skills,
- Ability to handle conflicting workloads and to work under pressure,
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always,
- Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients,
- Ability to set and achieve targets via effective engagement with stakeholder groups,
- Strong communications skills in both telephone and correspondence/report handling.
Desirable:
- A previous customer service representative or frontline support role is desirable,
- Experience in using CAFM system or asset management system.
- Rounded educational background and credible experience as a helpdesk operative
