An engineering andfacilities maintenance company is seeking an experienced Helpdesk Administrator,based in London.
Salary: £10 per hour
Start Date: Immediate Parttime (Monday and Tuesday)
This is a great forsomeone who enjoys a challenge working in a busy, fast paced environment. Youwill need to have excellent customer service skills with the ability to keepcalm under pressure. You will be the main point of contact when someone isreporting an issue and it is important for you to have good communicationskills.
·Responsible for themaintenance and championing of excellence in customer service at all times.
·Ensure that allincoming communications from all stakeholders are handled quickly andefficiently, ensuring any issues are escalated to the correct resource wherenecessary.
·Ensure that all KPIsare being met and exceeded where ever possible, and adhering to the ‘Fix itFirst Time’ principle
·Responsible for proactivelyadvising clients on service progress, any further works required and obtainingany required authorisations.
·Effectively handle andprioritise any client complaints appropriately and escalating where necessaryto ensure matters are dealt with within the SLA’s agreed upon
Reactive Maintenance and Service
·Effective logging andmanagement of all reactive service calls
·Responsible forensuring that all reactive maintenance work is being regularly reviewed andproactively assigned to the right engineers and client accounts
·Analysing theresources available, ensuring the most appropriate engineer attends the call,taking into account technical skill base, location and client preferences asfar as possible.
·Ensuring that reactivework is done within the agreed call out priority matrix and adheres toattendance times at all times.
·Ensure correctcertification and paperwork is received, supplied to the client and copiessaved in the management system.
·Shut down jobs withinthe targets set ensuring accuracy prior to passing through for invoicing within2 working days
·Liaise with suppliersand subcontractors to ensure excellent service delivery.
·Co-ordinate workforceeffectively, ensuring engineers time is maximised for optimum profitability.
·Check and processengineers’ incoming reports, monitoring for any discrepancies, ensuringaccuracy and relevance, reporting back to engineers or manager where relevant.
·Update clientinformation resources appropriately, sending client information as required.
·Logging new contractsonto the system as required.
·Managing own timeeffectively to ensure all daily objectives are met.
The successful candidate must be able todemonstrate the following:
··Problem solving anddecision making skills
··Ability to multi taskin high pressured environment
··Good general ITskills (Microsoft Excel/Word/Outlook)
··Previous experienceworking in an office environment and for service provider in customer facingrole
··Excellent customerservice ethos
··Keen to learn anddevelop self
··Positive personalitywith humour
··Willingness to go theextra mile from time to time
··Good attention todetail
··Able to prioritiseand manage own workload
··A “peopleperson”/people orientated
··Good at problemsolving, Logical.
··Previous experiencewithin building services company
··Previous experienceon busy reactive helpdesk
··Previous experiencecoordinating an engineering workforce.
For furtherinformation or to discuss your application please contact The InVictus Group on0207 97 5302
Contact: Leyla Sokucu