Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
Helpdesk Coordinator
Salary: £26,000 - £28,000 dependent on experience
Hours 9am - 5pm (Client happy to discuss less hours but salary would be pro rata)
About our client:
Our client is a rapidly growing facilities management company dedicated to providing exceptional service to a diverse portfolio of clients. As their business continues to expand, they are looking for a Helpdesk Coordinator to join their team, ensuring efficient, professional, and customer-focused support.
Job Overview:
The Helpdesk Coordinator will be part of a small helpdesk team, ensuring that all service requests are handled promptly and effectively. The role involves includes ensuring smooth communication between the helpdesk, facilities management teams, contractors and clients.
Key Responsibilities:
* Helpdesk Operations: Part of a team that ensures all incoming service requests, incidents, and inquiries are logged, tracked, and resolved in a timely and effective manner.
* Client Communication: Ensure consistent and professional communication with clients regarding service requests, project updates, and issue resolution.
* Working to Service Level Agreements (SLAs): Ensuring service requests are resolved within agreed timelines. Take action to address and escalate any issues that might breach SLAs.
* Customer Satisfaction: Maintain a high level of customer satisfaction by resolving issues efficiently and enhancing customer service protocols.
Key Skills & Experience:
* Proven helpdesk experience ideally in facilities management or a related industry.
* Strong customer service orientation with the ability to handle challenging situations calmly and effectively.
* Excellent organisational skills, with the ability to prioritise tasks and manage time efficiently in a fast-paced environment.
* Strong analytical skills with the ability to assess performance data and make data-driven improvements.
* Familiarity with helpdesk management software and ticketing systems.
* Strong verbal and written communication skills.
* Ability to manage and motivate a team to meet targets and deliver high-quality service.
* Knowledge of facilities management practices is desirable but not essential.
What our client offers:
* Opportunity to be part of a growing, dynamic team with potential for career development.
* Supportive and collaborative work environment.
* Professional development