Job description
Job Title: Helpdesk Operator
Pay Rate: £ p/h
Shift Pattern: Monday-Friday, 9am-5pm
Job Description:
Answering all incoming calls with a professional manner
Processing and maintaining customer records
Reviewing all Reactive, Preventive maintenance services on C4W inline with SLA's
Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
Liaising between internal departments to resolve any customer issues
Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system
Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
Ensure that all procedures in place within the BMS are followed
Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
Assist with scheduling team updates to customers
Excellent attention to detail
Deal directly with Third Party providers for Security and Fire systems
Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
Carry out any other duties as requested by Management
Essential
A minimum of one year's customer service experience in a customer-facing role is required.
Applicants must have a 5-year checkable history.
You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.