Helpdesk Advisor

Helpdesk Coordinator

Renfrewshire

Fully Office Based

Pertemps are delighted to bring to market a new opportunity for a Service Desk Coordinator to join the office based team of this award winning, well established market leading business near Glasgow. This role will be essential in organising and prioritising engineers workload.

The role of Service Coordinator is a key position and responsibilities in this post will include the following areas :

• Answer all incoming phone calls and manage queries and requests accordingly from existing customers
• Monitor and check jobs from the system liaising with clients and the wider Service team on
• any queries
• Log jobs as per the agreed client matrix, liaising with clients directly and the Service team
• Handle any chases or escalations received and escalate as per appropriate process
• Triage and interrogate remote system data to diagnose faults to support decisions on engineer
• attendance or remote call management
• Organise the workload of the engineering team
• Plan and direct engineering resource to ensure customer deadlines are met
• Ensure customers are kept updated on the progress of outstanding works
• Assist in ensuring the team follow established procedures and quality standards
• Promote positive customer service, dealing with any customer concerns or escalations in a professional manner
• Assess the needs of both customers and engineers to ensure balance is maintained in a busy
• environment
• Alert management on issues and assist as required in the resolution of such matters
• Understanding of customer contracts and assist in delivering to service level agreements
• Running and distribution of scheduled and ad-hoc reporting as per contract / management
• requirements
• Work with engineering and maintenance teams to ensure workload is completed and works
• are scheduled and actioned as required
• Coordinate spares and parts procurement and scheduling of fitting

About you

You will be a customer focussed individual who enjoys working in a busy customer facing role. The majority of your customer contact will be via phone and email, so you will thrive in a fast paced, reactive environment where you can take a solution focussed approach and tackle customer issues.

You will enjoy consulting with customers to identify their needs and will look to recognise trends and identify actions needed to resolve issues. You will coordinate the booking and attendance of engineer site visits to customers and will use email and Microsoft packages confidently.

You will be joining a really great team who are both professional and great fun, and so you will demonstrate a positive attitude and take ownership / responsibility for your own work and performance. A positive can-do attitude is essential, as is a flexible approach.

The role will operate as 35.5 hours a week on average over a 4-week rolling rota of shifts.

There are various different shift patterns that are available – these tend to operate between the earliest start time of 8am and the latest finish time of 8pm, across 7 days of the week to ensure cover.

You will have a minimum of 2 days off each week (some weeks 3 days off) and will only work one weekend out of every 4.

This company offers a great platform from which to develop your career and opportunities for interview and start dates are available imminently.

Please apply online now for more information or contact Codie Smith.

Pertemps acts as both an employment business and an employment agency