Job Reference: /AR/23-07/1232/22
Job Title: Helpdesk Administrator
Location: Gracechurch Street, London
Salary: Competitive
Hours per week: Monday to Friday - 08:00 - 16:00
Role Overview
Specialist Window Cleaning (SWC), part of the OCS Group, are currently recruiting for a Helpdesk Administrator to join our passionate and driven team based in London.
As Helpdesk Administrator, you will be responsible and accountable for the organisation of the SWC helpdesk at OCS, enabling the delivery of PPM, ad-hoc and specialist cleaning services in an efficient, professional and customer-focused manner by supporting the Regional Operations teams.
Benefits
- Informal hybrid/flexible working arrangements
- 25 days holiday + bank holidays
- Free fruit in our offices
- Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
- Wide range of retail discounts
- Regular social and charity events are held in our offices
- Get involved in charity events in the local community
Wellbeing
- Discounted gym membership
- Eye test £25 voucher and up to £100 towards glasses
- Join our Cycle to Work scheme via salary sacrifice
- Access to "CHROMA", our internal colleague-led diversity and inclusion community – join a committee or take part in our D&I initiatives and events
- Access to internal Mental Health First Aiders
Career development and recognition
- Immediate access to "Opportunity" our internal Learning and Development platform
- Required professional membership fees paid for
- Opportunity to win monthly Superstar Awards
- Long service awards
Key Responsibilities:
- Management of the SWC helpdesk via phone calls and email during operational hours.
- Supporting the regional operations teams by directing queries and complaints to the correct region and diverting information back to the client/supplier.
- Use of all business systems including Outlook, Teams, in-house management tools (including Big Change, Salesforce, Concept, Dynamics and the OCS hub) as well as customer systems such as Meridian and RiskWise.
- Sharing sign offs/completion reports for all contracts to clients when requested.
- Maintaining databases of works inc. PPM planners, works lists etc.
- Booking in works with site/contacts, raising permits, completing pre-site forms where necessary.
- Ordering of consumables and equipment for all regions.
- Logging of quotations raised by the team and ensuring all works to be billed have PO numbers which are logged on the correct documents for billing.
- Providing accurate and regular reports to the management on client performance.
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
- Ensure all SWC and client systems, policies and procedures are adhered to.
- Maintain records of RAMs, schedules, training certificates and H&S records via teams and any other shared platforms.
- Taking ownership of customer complaints, coordinating with resolution parties, and establishing effective communication between stakeholders.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
About You:
- Applicants must have the right to work in the UK
- You will have the ability to communicate with people of all levels including clients and internal contacts.
- At times you will have conflicting priorities and will need to be able to prioritise your tasks effectively.
- You must have the ability to work well on your own, be self-sufficient and motivated whilst also being comfortable working as part of a team and following instruction.
- IT literate, including Microsoft Office programmes
- Excellent organisational, planning and time management skills to ensure all queries are actioned within a reasonable time frame.
- Small error in jobs being uploaded can result in big problems. Taking the time to ensure things are correct is essential.
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)
https://b/form/f3343c912a8643b69cfdc89dc2bbba8f