Position: Service Desk Administrator
Location: Earls Barton, Northampton
Job Type: Full-Time
Salary: £12ph
Benefits: 20 days holiday
Working times: Shift Patterns between 7am - 7pm Monday to Friday - 40 hours per week
Pension
On-site parking
At Davis Commercial Services Engineering Ltd we are seeking a dedicated and detail-oriented Service Desk Administrator to join our dynamic team in the HVAC servicing and maintenance industry. This role is pivotal in facilitating efficient operations and exceptional customer service. The administrator will serve as the first point of contact for clients and engineers, supporting with the management of service requests, dispatching teams, and ensuring all interactions are logged and resolved promptly.
Main Responsibilities
- Logging reactive calls received, report them to the team.
- Contacting sites when calls received and ensure the information received is correct
- Answering the service desk phones and deal with enquiries
- Passing calls to engineers
- Chasing parts and update service operative software to correct status and purchase order delivered
- Reporting directly to the Service desk supervisor and ensuring that targets are consistently achieved
- Provide emergency out of hours coverage, as part of a rota, which can change depending on the needs of the business, approx. 1 evening per week
- Ensure all relevant information relating to the job is recorded on service operative software, i.e. All emails/PO's/Permits/Updates/Telephone conversations etc.
- Ensure all calls are at the correct status
- Ensuring contract policies and processes are effectively communicated and implemented to meet contractual obligations
- Liaise with Management and review KPI reports, action as appropriate
- Ensure that service to the customer is of the highest standard and quality at all times and their requirements are met
- Attend training and to develop relevant knowledge, techniques and skills
- Adhere to health and safety policy and other requirements
Other Features of the Post
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Requirements
- Experience in the refrigeration and air conditioning industry would be preferable
- Excellent telephone manner
- Excellent I.T. skills
- Ability to work on own initiative