Helpdesk Advisor – Runcorn £26,000-£28,000
Helpdesk Advisor, you will be responsible for coordinating service delivery between customers and engineers, ensuring all works are scheduled effectively and completed within agreed service levels. Looking for a confident communicator with strong organisational skills and a customer-focused approach.
Duties:
* Arranging and managing appointments for customers and engineers
* Allocating work to appropriately skilled engineers to maximise first‑time fix rates
* Scheduling works to ensure engineers are productive, efficiently utilised, and chargeable
* Coordinating both reactive and planned maintenance works in line with SLAs
* Handling inbound calls from customers and engineers, providing prompt and professional support
* Making outbound calls to confirm appointments, provide updates, and coordinate same‑day visits
* Managing emails and queries through a ticketing system, ensuring timely resolution
* Diagnosing faults by asking the right questions and logging accurate job details
* Keeping all job notes and technical information up to date
* Processing engineer job cards and maintaining accurate records
* Providing regular updates to customers on outstanding works
* Logging compliments, complaints, and escalations, ensuring appropriate follow‑up
The Ideal Candidate:
* Office‑based customer service
* Scheduling or planning workloads
* Coordination or helpdesk operations
* Administration
* Facilities Management or a similar environment
* Highly organised with excellent attention to detail
* Comfortable working in a fast‑paced environment
* A strong problem solver with the ability to prioritise tasks
* Confident handling both inbound and outbound calls
Working Hours
* Monday – Friday
* Shifts between 7am – 6pm Rota Basis – Core hours 8.30-5.30pm
* 1-8 Saturdays
Excellent benefits package.
Immediate start!!
INDFRAN
#J-18808-Ljbffr