Help Desk Operator

Sodexo; Salford; On-site; GBP 19,000 - 23,000; Full time

Job summary

Sodexo is seeking a proactive Helpdesk Operator to join our team in a fast-paced environment. You will respond to calls, emails, and messages, record information accurately, and ensure queries are resolved efficiently, while maintaining a professional telephone manner.

Role requires attention to detail, excellent communication, and a positive customer experience. DBS, BPSS and SC Clearance are required, with UK residence for the past five years.

Qualifications

• Strong customer-facing skills and ability to respond to calls, emails and messages within service levels.
• Excellent attention to detail and accuracy when recording information.
• Proficient data entry with confidential handling of information.
• Good working knowledge of Microsoft Word and Excel.

Responsibilities

• Record caller details, issues and severity levels.
• Respond to calls, emails and messages per client service levels.
• Escalate issues when required and support service improvement.
• Maintain professional telephone manner and build productive relationships with customers and suppliers.

Skills

Customer service

Communication skills

Attention to detail

Data entry

Microsoft Word

Microsoft Excel

Tools

Microsoft Word

Microsoft Excel

Job description

We are looking for a proactive and customer-focused Helpdesk Operators to join our team. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in delivering a high standard of service.

As a key point of contact for customers and suppliers, you will be responsible for responding to calls, emails and messages within agreed service levels, accurately recording information, and ensuring queries are resolved efficiently. The role requires excellent attention to detail, strong communication skills, and a professional and confident telephone manner. You will work closely with colleagues and suppliers to provide outstanding support, escalating issues where appropriate and contributing to continuous service improvement. We are looking for someone who is adaptable, eager to learn, and committed to delivering a positive customer experience in a dynamic and evolving environment.

DBS, BPSS and SC Clearance Requirement: Candidates must be able to successfully pass DBS, BPSS and Security Check (SC) Clearance. To be eligible for SC Clearance, applicants must have resided continuously in the UK for at least the past five years. Any offer of employment will be subject to satisfactory completion of all required security vetting and clearance checks.

Key Responsibilities:

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may upscale.
• Work in line with established processes and procedures.
• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
• Demonstrate strong attention to detail when gathering and inputting information.
• Maintain a clear, professional, and confident telephone manner.
• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
• Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.
• Identify potential areas for improvement and report them to the Team Leader.
• Remain flexible and adaptable to change within the role.
• Ability to build productive relationships with customers and suppliers.
• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
• Confident keyboard and data-entry skills.
• Basic proficiency in Microsoft Word and Excel.

Sodexo's Business Support segment sits at the heart of our organisation, providing the essential services that keep our operations running smoothly and efficiently. As a central function, Business Support brings together a diverse range of specialist teams - including our technology and digital services - to deliver the systems, processes and expertise that enable Sodexo to thrive.

From driving innovation to ensuring seamless administrative, commercial and operational support, the Business Support segment plays a critical role in strengthening performance across all parts of the business. Joining this segment means becoming part of a collaborative, solutions-focused environment where your work directly contributes to the success of our people, our clients and the communities we serve.

For further details regarding our Sodexo benefits please see attached.