JOB TITLE: Helpdesk Operative (Nights)
LOCATIONS: London EC2R
SHIFT PATTERN: 4 on / 4 off rotation 19:00 - 07:00 (Subject to change)
SALARY: Competitive
ROLE OVERVIEW AND PURPOSE
The Helpdesk Operative will form part of a team responsible for the receiving, allocation and progressing of reactive engineering requests on the contract.
KEY RESPONSIBILITIES
Key duties and accountabilities include:
• First point of contact for incoming telephone calls.
• Vetting service requests received via CAFM system.
• Ensure compliance with statutory and company procedures across all functions.
• Dispatch work to both direct labour and contractors in a timely fashion based on the correct skillsets, geographical location and service delivery arrangements.
• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
• Escalate any complaints or issues as required.
• Analysis of job history/running reports to avoid duplication.
• Undertake other duties as directed by management.
• High attention to detail on all work submitted.
• Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails.
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving.
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times.
• Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.
• Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner.
• Contribute to reducing levels of customer complaints.
• To take reasonable care for the health and safety of him/herself and others.
Requirements
• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
• Ability to set and achieve targets via effective engagement with stakeholder groups.
Desirable:
• A previous customer service representative or frontline support role is desirable.
• Experience in using CAFM system or asset management system.
• Rounded educational background and credible experience as a helpdesk operative.