Helpdesk Administrator
Chester office based
£21,500
An opportunity to join an expanding and progressive company as a Helpdesk Administrator in a fast-paced and varied environment. The Helpdesk Administrator will aim to answer all queries relating to their service and provide a first call resolution where possible.
To apply for the Helpdesk Administrator role, it is essential that you have previous phone-based customer service experience, preferably within a high-volume contact centre environment or a facilities support role. For the Helpdesk Administrator role, the ability to learn new skills and systems quickly is essential.
Objectives of the role
- Process and record enquiries from multiple sources
- 1st point of contact for urgent Health & Safety / Business Critical enquires. Clarifying detail establishing urgency / providing initial guidance to relevant party.
- Determine responsibility for repair issues and advise accordingly.
- Liaise with contractors to provide updates on estimated work commencement dates, ensuring all parties are kept informed and internal system updated.
- Confirm completion of works with contractors and processing of recharges when required.
- Determine the correct accounting code when processing orders to maintain budget levels.
- Obtain relevant authorisations.
- Communication with internal departments following works to maintain inventories.
- Assist in driving contractor performance through feedback on time, cost, and quality assessments.
- To provide general support to the Statutory Compliance Department as required at peak times or absence cover.
- To log and follow through the support required with insurance claims, liaising with Stakeholders, Contractors, and Insurance Companies
Key Responsibilities:
- Process repair calls, emails, and general queries.
- Liaising with other departments to manage processes and updates.
- Manage incoming Quotes
- Budget Allocation
- Recharges
- Deal with general account queries involving work orders raised
- Awareness of health & safety, environmental health and trade critical issues and prioritise jobs accordingly
- Awareness of reported issues which could be potential insurance claims and handle accordingly
- Monthly catch-up calls with Internal Stakeholders on outstanding issues
- Work within the guidelines and always maintain GDPR requirements
Skills and Experience
- Customer Service and telephony experience essential
- Excel and Outlook skills (including Inbox management) essential
- High degree of accuracy and attention to detail
- Great organisational skills and ability to prioritise and work to tight timescales
- Excellent communication skills, both written and verbal
- Flexibility to cover other departmental tasks or assist as required
- Good team player
- Able to manage difficult conversations
Benefits include free city centre parking, performance reviews and rewards, plus an exceptional modern, open-plan office working environment.