The Helpdesk Coordinator will be responsible for logging client calls and translating contractual and operational demands into solutions. The role focuses on exceeding client expectations through efficient request management, ensuring high service levels, accuracy, and customer satisfaction. The coordinator acts as a central contact point, facilitating effective communication among stakeholders and managing tasks with attention to detail.
Key Responsibilities
* Process and log client calls, translating them into engineering or FM solutions.
* Identify appropriate solutions within the contractual process.
* Build relationships with clients and the account delivery team.
* Manage and update software/programs (e.g., Maximo).
* Provide general administrative and helpdesk support.
* Support the account delivery team administratively.
* Escalate issues to line management as needed, following company guidelines.
Professional and Personal Competencies/Qualifications
* Educated to GCSE standard with at least 5 Grade C passes or an NVQ in Business Administration, Customer Service, ICT, or equivalent.
* Experience in customer service, contact centre, or administrative roles.
* Proficient in Microsoft Office programs.
* Ability to work effectively within a team.
* Organized with good planning and scheduling skills.
The Company
ISS is a global workplace and facility management company committed to making the world work better by connecting people and places. We understand the user experience and aim to support our customers through innovative solutions, high standards, and dedicated people. Our services range from supporting hospitals and businesses to airports, emphasizing our commitment to doing business responsibly and inclusively.
We offer challenging career opportunities in a diverse and inclusive environment where everyone can develop and make a difference. ISS values diversity, welcoming applicants regardless of age, disability, gender identity, race, religion, or background, fostering a creative and productive workplace.
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