Allstaff Office Division are delighted to bring to the market the role of Out of Hours Helpdesk Advisor Location: Hamilton (Hybrid working – primarily home-based with occasional office attendance required for training and collaboration) Due to continued growth and high demand for its services, the company is now seeking to recruit a suitable candidate to join the Service Team to cover out of hours service calls. Job Description This is a home-based role reporting to the Helpdesk Team Leader. This role will consist of working to a rotational shift pattern, covering evening, weekend and on-call work. This is a part-time role, averaging 21.5 hours per week, with the possibility of overtime. You will get 1 in every 3 weekends off, and there will be a requirement to be in the office 1 day per month for ongoing training, team building and collaboration. When doing the evening shift, the requirement would be that from 16:30 to 23:00 the mailbox would be monitored and then from 23:00 to 07:30, you will be on call to answer any emergency calls that come through. The successful candidate will be required to be in the office during their initial training, typically for the first 4 weeks. We will be accommodating around your commitments; however we believe this will set you up for success. Hours of Work Rotational shift pattern covering evenings, weekends and on-call duties. Monday to Friday evening shifts (16:30–23:00) followed by on-call (23:00–07:30). Weekend shifts include day and back shifts with overnight on-call. Average 21.5 hours per week, typically across 3 shifts, with 1 in 3 weekends off and opportunities for overtime. What We Are Looking For Strong organisational skills. Excellent communication skills (written and verbal). Ability to prioritise, think quickly, and make decisions under pressure. Good problemsolving ability. A strong sense of urgency. Ability to work effectively in a fastpaced environment. Reliability and consistency. Experience Required Customer service background. Positive, enthusiastic and committed approach to work. Previous helpdesk experience is highly beneficial. Core Responsibilities Logging calls on internal systems and arranging labour within required timescales. Monitoring the mailbox during evening shifts (16:30–23:00). Handling emergency oncall duties (23:00–07:30). Providing proactive customer updates and incoming call handling. Efficiently planning routes for callout engineers to minimise travel time. Providing basic technical support to customers to avoid unnecessary callouts. Ensuring internal and clientspecific systems are updated in line with SLAs. Contributing to ISO Business Management systems compliance. Ensuring all out of hours calls are attended and completed within SLA. What Will Set You Apart Experience working in an outofhours or helpdesk environment. Confidence in making quick, accurate decisions independently. Ability to remain calm and professional during highpressure or emergency situations. A proactive approach to identifying customer needs before escalation is required. Strong coordination skills, especially when managing engineer callouts. Familiarity with SLA-driven environments and performance metrics. Experience providing firstline technical support over the phone. Comfort working independently during evening and oncall hours. Attention to detail when updating systems and maintaining compliance. Benefits 33 days of annual leave (pro rata based on part-time hours) Life assurance scheme Enhanced sick pay Annual salary review scheme Access to an online employee benefits portal Access to an extensive online training portal Access to an Employee Assistance Program Equal Opportunities Statement This organisation is an Equal Opportunity Employer. We are committed to equality of opportunity and to following practices which are free from unfair and unlawful discrimination. All qualified applicants will be considered for employment without regard to age, disability, ethnic origin, race, sex, gender identity and expression, sexual orientation, religion or belief and family or parental status. We are committed to fostering an inclusive workplace that celebrates diversity and promotes equity. Salary: £13.45 per hour plus shift allowance Allstaff is operating as an Employment Agency for the supply of Permanent and Contract staff employed directly by the hirer. By sending your CV you are consenting to Allstaff processing your personal data for the purposes of providing work finding services, including processing using AI & software solution providers and back-office support. ALLSTAFFPRO Aspire Code: GG5440 Job Types: Part-time, Permanent Benefits: Free parking On-site parking Work from home Work Location: Hybrid remote in Blantyre