Help Desk Operative
JOB SUMMARY
The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
* Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment.
* Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction.
* Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
* Contacts customer for additional information and communicating the steps in the work order process.
* Runs, reviews, and distributes various customer service reports as necessary.
* May generate and dispatch service request work orders for completion by vendors.
* May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Centre procedures.
* Provides informal assistance such as technical guidance and/or training to co-workers.
* Other duties may be assigned.
Help Desk Operative