Job Summary
We are looking for a proactive and customer‑focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast‑paced environment, communicates clearly, and is committed to delivering excellent service.
Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.
Job Responsibilities
* Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of situations that may require escalation.
* Work in line with established processes and procedures.
* Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
* Demonstrate strong attention to detail when gathering and inputting information.
* Maintain a clear, professional, and confident telephone manner.
* Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
* Attend training and coaching sessions and apply updates to duties, methods, working hours, or procedures.
* Identify potential areas for improvement and report them to the Team Leader.
* Remain flexible and adaptable to change within the role.
Required Qualifications & Skills
* Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
* Confident keyboard and data entry skills.
* Knowledge of computer databases and their applications.
* NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
* Experience working with KPIs and performance metrics in a similar environment.
* Basic proficiency in Microsoft Word and Excel.
Desirable Qualifications & Skills
* Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.
We recognize that we are on a journey with regards to diversity and inclusion and would therefore welcome applications from candidates from underrepresented backgrounds. We believe in equal opportunities and celebrate diversity.
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