Job Title Helpdesk
Reports to Helpdesk Supervisor
Hours of work 12pm-9pm
PURPOSE OF THE JOB
Provide a comprehensive helpdesk and administrative service. The role is full time, 40 hours per week. You will be required to work Tuesday, Wednesday, Thursday and Friday with Sunday and Monday off.
MAIN DUTIES AND RESPONSIBILITIES
Answer incoming calls within 25 second SLA.
Log calls on the Cash 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 and industry standards in order to assist the Purchasing, Technical Support, URN 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.