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Helpdesk Adviser

Job Title: Helpdesk Adviser
Contract Type: Permanent
Location: Newcastle upon Tyne
Industry:
IT
Start Date: ASAP
Reference: SS26397
Job Published: October 11, 2018 15:18

Job Description

HELPDESK ADVISOR
Reference numberSS26397RegionUKLocationNorth EastSub locationNewcastleFunctionCustomer ServiceEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
ROLE PURPOSE
Interserve’s National Service Centre currently provides Customer Service and Service Delivery across Interserve contracts, providing our customers with first class service for their facility management needs, and also providing operational support to our Internal Engineering teams to ensure that we respond to our customers’ requests correctly first time and within the agreed time frame. 
 
Working as part of a team in a Facilities Helpdesk, servicing Interserve contracts, the team is the central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs.
Totally unflappable and full of initiative, the Scheduling Specialist will always take full ownership of each customer request and know how to come up with the best solution in double quick time. They will know their way around a computer; understand excellent service delivery and the importance of accuracy and customer focus. Above all they will be people centric and go out of their way to help colleagues and customer alike.
RESPONSIBILITIES
Maintain high level of customer service while dealing with Helpdesk calls, emails and faxes.
Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution.
Following procedures to identify the best course of action for the customer and company.
Respond to customer requests within specific timescales in order to meet KPIs and SLAs.
Deal with telephone queries promptly and in a professional manner.
Ensure non-productive time is logged e.g. supplier visits, vehicle breakdowns etc.
Advise team leader of any issues with specific jobs, clients or engineers.
Accurately record all actions taken on the required systems to ensure a full audit trail.
Monitor job completion, chase resolution to ensure service levels are met.
Record information accurately in the FM Helpdesk system and any other systems required.
Correctly allocating and scheduling jobs to operational staff and management.
Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress.
Work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines across shifts and contracts.
Maintain detailed statistical information, providing and updating reports as required.
Daily check of operative attendance using the Kronos system, resolving issues and escalating to management where required. 
WHAT WE ARE LOOKING FOR
Previous Helpdesk/Customer Service support experience essential.
Demonstrate a proactive approach to delivering excellent customer service to stakeholders.
Strong team player orientation - cooperative and willing to assist others.
Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.
Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences.
Well organised, with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline oriented.
Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves.
Excellent attention to detail and accuracy.
 

ADDITIONAL INFORMATION
Permanent
Full time
12 hours shift per day, 4 days on at 7am – 7pm, 4 days off, 4 nights on at 7pm to 7am, then repeated.
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 over 80,000 people worldwide. We are committed to equal opportunities for all.