Helpdesk Operator – Winchester

Helpdesk Operator

Salary: £18,000 to £22,000 OTE (subject to knowledge and experience)

Benefits: 31 days holiday, Company performance bonus and pension

Permanent / 40 hours per week (flexible arrangement)

Reporting to: Helpdesk Supervisor

 

 

Job summary

Corrigenda are looking to recruit an enthusiastic helpdesk operator within our Winchester office.

The successful candidates will be responsible for coordination and management of customer service requests and acting as first line support for clients. This includes organisation and prioritisation of work schedules for each person delivering service in the field chain and chasing progression of those work orders.

 

 

Key Responsibilities include (but not limited to)

  • Liaise with and provide feedback to customers on the progress of jobs outstanding
  • Liaise with external contractors
  • Initial handling and logging of client requests via telephone or email
  • Create reactive jobs on the selected CAFM system
  • Ensure that only those appropriately qualified or experienced staff carry out services allocated to them efficiently, safely and to standard
  • Relaying instructions to engineers and collating details of works in progress
  • Monitoring KPI’s and SLA’s
  • Update, maintain records and ensure all required documents are completed on CAFM system
  • Liaise with contract managers and engineers to ensure effective communication
  • To contribute to implementing new working methods and actively participate in continuous improvement
  • Maintaining job processing categories
  • Update client portals

 

 

Knowledge and Experience

Essential

  • Excellent written and verbal communication skills
  • Ability to achieve high levels of customer satisfaction
  • Ability to work as part of a small team to become a ‘Team Player’ whilst demonstrating initiative and ability to work independently
  • Attention to detail
  • IT literate

Desirable

  • Previous experience working in a customer advisor / helpdesk or facilities role is desirable
  • Previous experience dealing with customer queries

 

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