Your new company
You'll be working for an inclusive organisation located in the heart of Birmingham. Known for their commitment to equality, wellbeing, and professional development, they offer generous benefits, a collaborative culture, and a strong focus on staff recognition.
Your new role
As a Helpdesk Administrator, you will be responsible for responding to enquiries received via telephone, email, and the helpdesk system, ensuring all communications are handled efficiently and professionally in a team of 4, including you. You will allocate incoming helpdesk requests to the appropriate team members and keep users informed of progress in a timely manner. Where requests cannot be resolved promptly, you will escalate them to the relevant team manager and maintain clear communication with users throughout any delays. A key part of your role will be to promote the helpdesk system across the organisation, encouraging stakeholders to use it for logging maintenance and service requests. You will also analyse helpdesk data and gather customer feedback to produce insightful management reports that support service improvements. In addition, you will ensure that complaints are escalated appropriately and assist in drafting responses to users. Positive feedback and compliments from users will be highlighted and shared with team managers and the senior leadership team to support a culture of recognition and continuous improvement.
What you'll need to succeed
Good general education and NVQ Level 3 or equivalent.
Experience in a helpdesk admin role, ideally in facilities.
Proven ability to work effectively in a team.
Used MRI software or similar
Analytical skills for data handling and reporting.
Clear and confident verbal and written communication.
Organised and able to manage workload independently.
What you'll get in return
Start ASAP.
1-3 temporary contract
Competitive hourly rate
Experience and development
Work for a huge organisation
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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