Helpdesk Administrator & Resource Planner

Anytime; Maidstone; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Professional Services Administration and Resource Planner in the Technical Helpdesk team. This role is pivotal in delivering exceptional customer service by effectively scheduling and coordinating Post-Sales teams across the UK and Ireland. With a focus on flexibility, the position allows for a work-life balance, including the possibility of working from home. You will play a crucial role in ensuring that service requests are handled promptly and client satisfaction is achieved. If you are passionate about customer service and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Experience in customer service and scheduling roles.
• Strong communication skills are essential for client interaction.

Responsibilities

• Schedule and route Helpdesk teams efficiently.
• Maintain service portals and ensure SLAs are met.

Skills

Customer Service

Scheduling

Communication

Problem Solving

Job description

Join our dynamic Technical Helpdesk team as a Professional Services Administration and Resource Planner. This role focuses on delivering exceptional customer service by scheduling and coordinating our Professional Services Post-Sales teams across the UK, Ireland, and beyond.

Key Responsibilities

• Schedule and route Helpdesk teams efficiently.
• Assign tickets based on business impact and urgency.
• Process chargeable calls promptly and accurately.
• Maintain service portals and ensure SLAs are met.
• Communicate effectively with clients and internal departments.
• Update and escalate service requests as needed to ensure customer satisfaction.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

Flexibility

We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs.

Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.