Facilities Helpdesk

Confidential; Manchester, Salford; On-site; GBP 19,000 - 22,000; Full time

Job summary

Confidential in Manchester (Wythenshawe, M22) is seeking a Helpdesk Administrator to join the Technical Services Customer Operations team. Deliver excellent customer service across channels while providing Facilities Management support in a fast-paced, 24/7 environment.

DBS check (Basic) is required; hours are 8am–5pm, Monday to Friday. You will raise, assign, progress and complete jobs in the Helpdesk system, ensure timely responses within contractual SLAs, and collaborate with customers and

Qualifications

• Customer service experience in a fast-paced environment.
• Excellent communication and problem-solving skills.
• Willingness to work across multiple contact channels.
• Basic DBS check required.

Responsibilities

• Deliver Facilities Management and customer service support in a fast-paced environment.
• Raise, assign, progress and complete jobs in the Helpdesk system.
• Respond within contractual timescales to meet SLA/KPI targets.
• Liaise with customers and colleagues to resolve queries and issues.

Skills

Customer service

Communication

Problem solving

Teamwork

Multichannel support

Education

Basic DBS check

Tools

Helpdesk system

Job description

Ref: P3 FTU
Location: Wythenshawe (M22)
Hours: Monday to Friday 8am-5pm
Pay: £14.80ph paid weekly PAYE
Duration: Ongoing Contract Long Term
Duties: Working within Technical Services Customer Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year BASIC DBS Required Main Duties Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner. Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations. Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk. Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work. Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment. Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements. Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems. Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise. Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's. Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way. Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes. Appreciate and understand specific contract obligations in order to eliminate potential errors in administration