Helpdesk Administrator

Giordani Resources; High Wycombe; On-site; GBP 26,000 - 36,000; Full time

Job summary

Giordani Resources is seeking a customer-focused Helpdesk specialist to manage the day-to-day flow of client requests for maintenance services. The role requires handling calls and emails, updating clients through the job lifecycle, and coordinating with field teams to ensure accurate information is provided for each job.

Applicants should have prior Helpdesk or Service Desk experience, be able to prioritise effectively during busy periods, and maintain a calm, professional approach when dealing

Qualifications

• Experience in a Helpdesk or Service Desk environment.
• Ability to manage multiple client requests and priorities.
• Understanding of workflows across functions and KPI administration.

Responsibilities

• Answer incoming calls and respond to client emails with internal resources.
• Log and manage client requests, prioritising them accurately and efficiently.
• Provide updates to clients throughout the lifecycle of a job.
• Manage work orders and statuses through client systems.
• Ensure field operation employees have the correct information to complete jobs.
• Escalate potential SLA failures or delays to the relevant manager.
• Ensure jobs are closed with client reporting and invoicing.
• Identify outstanding issues with delayed or incomplete jobs and escalate as appropriate.

Skills

Excellent communicator

Customer focus

Multitasking

Job description

A prospering service provider working with contracts for a number of major national and international brands are adding to their service team with an excellent communicator to work on the Helpdesk. The role will be responsible for managing the day-to-day flow of client requests for maintenance services.

Your key responsibilities will be:

• Answer incoming calls and respond to emails from clients and respond with internal resources
• Log and manage client requests, prioritising them accurately and efficiently.
• Provide updates to clients throughout the lifecycle of a job.
• Manage work orders and statuses through client systems
• Ensure field operation employees have the correct information to complete the jobs
• Escalate potential SLA failures or delays to the appropriate manager.
• Ensure jobs are correctly closed client reporting and invoicing.
• Identify outstanding issues with delayed or incomplete jobs and escalates as appropriate
• Assist with maintaining service levels for contractual KPIs and the department's administration

Previous experience working within a Helpdesk or Service Desk would be a significant advantage for the role along with understanding workflows across different functions. The ability to manage multiple jobs and be able to prioritise effectively and maintain control of their workload during busy periods will be important, understanding the information being provided and what actions are required next. The successful candidate must be customer-focused, calm under pressure and able to maintain a professional approach when dealing with challenging situations