- Telephone based role work experience essential
- Integral role within the company
- Having a great attitude to solving customer technology issues
This is a great opportunity for an experienced Service Desk Coordinator. Who is looking for a well established business, who are based in High Wycombe.
Please note due to the location of this business it is almost imperative that you have access to your own transport. As public transport links are not particular great.
Service Desk Admin : Job Description –
Overall objective:
Ensure that service requests received from customers are attended to promptly and in accordance with contracted obligations. To control the team of service and maintenance engineers such that their resources are deployed in an optimum and economical manner.
Reporting to:
The position of Service Admin reports to the Service Support Supervisor
Key duties and responsibilities
- Receive service requests by telephone, email, from customers, ascertaining the details of
reported faults in an accurate manner, and promoting the image of the company as a responsive
organisation.
- To liaise with, monitor and organise the engineers working day to attend to reported faults,
ensuring maximum cost effective use and deployment of resources.
- Where possible seek to resolve reported faults by telephone, liaising with technical staff as
necessary, to avoid unnecessary engineer attendance.
- In conjunction with the Service Manager, or his delegate, ensure that requirements for
preventive maintenance visits are undertaken. Maintain schedules of contracted maintenance
work for relevant customers.
- Receive and action requests from engineers for replacement service stock ensuring items are
ordered without undue delay and supervise the field engineering aspects of the service stock
control procedures.
- Update the Service Mentor computer system (CASH) with accurate details of calls received and
subsequent status and progress.
- To produce service statistical information and reports using the Mentor system on customer
sites as and when required
- To prepare monthly chargeable service schedules in accordance with Company cut off dates.
- Report any serious or significant engineering, administrative or customer relationship issues to
the Service Manager without delay
- Ensure that any Health and Safety issues relating to the service engineers are addressed and
that information connected with safe systems of working is communicated to them.