Helpdesk Administrator

Helpdesk Administrator
Chester

£22,500-£23,500

An opportunity to join an expanding and progressive company as a Helpdesk Administrator in a fast-paced and varied environment. The Helpdesk Administrator will aim to answer all queries relating to their service and provide a first call resolution where possible.

To apply for the Helpdesk Administrator role, it is essential that you have previous phone-based customer service experience, preferably within a high-volume contact centre environment or a facilities support role. For the Helpdesk Administrator role, the ability to learn new skills and systems quickly is essential.

Objectives of the role

1. Process and record enquiries from multiple sources
2. 1st point of contact for urgent Health & Safety / Business Critical enquiries. Clarifying detail establishing urgency / providing initial guidance to relevant party.
3. Determine responsibility for repair issues and advise accordingly.
4. Liaise with contractors to provide updates on estimated work commencement dates, ensuring all parties are kept informed and internal system updated.
5. Confirm completion of works with contractors and processing of recharges when required.
6. Determine the correct accounting code when processing orders to maintain budget levels.
7. Obtain relevant authorisations.
8. Communication with internal departments following works to maintain inventories.
9. Assist in driving contractor performance through feedback on time, cost, and quality assessments.
10. To provide general support to the Statutory Compliance Department as required at peak times or absence cover.
11. To log and follow through the support required with insurance claims, liaising with Stakeholders, Contractors, and Insurance Companies

Key Responsibilities:

1. Process repair calls, emails, and general queries.
2. Liaising with other departments to manage processes and updates.
3. Manage incoming Quotes
4. Budget Allocation
5. Recharges
6. Deal with general account queries involving work orders raised
7. Awareness of health & safety, environmental health and trade critical issues and prioritise jobs accordingly
8. Awareness of reported issues which could be potential insurance claims and handle accordingly
9. Monthly catch-up calls with Internal Stakeholders on outstanding issues
10. Work within the guidelines and always maintain GDPR requirements

Skills and Experience

1. Customer Service and telephony experience essential
2. Excel and Outlook skills (including Inbox management) essential
3. High degree of accuracy and attention to detail
4. Great organisational skills and ability to prioritise and work to tight timescales
5. Excellent communication skills, both written and verbal
6. Flexibility to cover other departmental tasks or assist as required
7. Good team player
8. Able to manage difficult conversations

Benefits include free city centre parking, performance reviews and rewards, plus an exceptional modern, open-plan office working environment.