Job Description
In this role, you will be responsible for the process of logging calls received from clients and accurately translating contractual and operational demands.
Your primary focus will be ensuring the Helpdesk function exceeds client expectations by efficiently managing and addressing all requests.
As the Helpdesk Coordinator, you will be expected to ensure high levels of service delivery, accuracy, and customer satisfaction. You will act as a central point of contact, ensuring effective communication between all stakeholders and handling tasks with attention to detail.
This is a great opportunity to work in a fast-paced, client-focused environment and contribute to the continued success of ISS.
Key Responsibilities
1. Process and log client calls, translating into engineering or FM solutions
2. Identify appropriate solutions within the contractual process
3. Build relationships with clients and the account delivery team
4. Manage and update software/programs (e.g. Maximo)
5. General administrative duties and provide professional helpdesk support
6. Support the account delivery team administratively
7. Escalate issues to line management as needed, following company guidelines
Professional and Personal Competencies/Qualifications
8. Educated to GCSE standard with at least 5 Grade C passes or an NVQ in Business Administration, Customer Service, ICT, or equivalent
9. Previous experience in customer service, contact centre, or administrative role
10. Call handling experience
11. Proficient in Microsoft Office programmes
12. Excellent communication skills
13. Ability to work effectively within a team to reach goals
14. Organised with good planning and event/schedule management skills
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.