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Customer Service Desk Adviser

Job Title: Customer Service Desk Adviser
Contract Type: Permanent
Location: Wakefield
Industry:
IT
Start Date: ASAP
Reference: SS27519
Job Published: January 07, 2019 12:32

Job Description

CUSTOMER SERVICE DESK ADVISOR ( SHIFT WORKING )
Reference numberSS27519RegionUKLocationYorkshireSub locationWakefieldFunctionCustomer ServiceEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
POSITION OVERVIEW

To effectively operate the Helpdesk and associated communication systems. Delivering a professional, efficient and customer-orientated service as part of West Yorkshire Police PFI contract. To log service requests and communicate these requirements to IFM staff.

The role will be working 12 hour shifts days and nights, between 7am to 7pm and 7pm to 7am, 4 on 4 off - shifts include bank holidays. However, consideration may be given to candidates looking to work night shift only (in this situation cover may be required from time to time to cover day shifts).

The successful candidate will need to complete a Police Security check before commencing the role.
RESPONSIBILITIES
To be the point of telephone contact for West Yorkshire Police Service Desk issues covering 3 sites in West Yorkshire
To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols.
To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures.
To liaise with subcontractors
To report system and equipment faults to the appropriate personnel.
Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of IFM.
Carry out general administration duties when required.
Be aware of the business continuity plan for the part of the business you work in.
Be able to work 12 hour shifts, 7am-7pm, 4 days on, 4 rest days, 4 nights on followed by 4 off as part of a rota with other team members - shifts include bank holidays.
WHAT WE ARE LOOKING FOR
Essential
Excellent customer service skills.
High standard of customer awareness.
Able to assess and prioritise work.
Good listening skills.
Literate.
Numerate.
Confident telephone manner.
Keyboard skills.
Desirable
A helpdesk / customer service background.

ABOUT THE COMPANY

Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of 80,000 people worldwide.