Helpdesk Operator

Anderson Knight; Paisley; On-site; GBP 28,000 - 30,000; Full time

Job summary

A well-established FM business in Hillington is seeking a Helpdesk Operator to manage the engineering workload and ensure excellent customer service. The ideal candidate will have coordinating experience and strong skills in Excel. This is a maternity cover position until October 2026, offering a salary range of £28,500 – £29,285 and a 40-hour workweek on a 4 on 4 off rolling shift pattern.

Qualifications

• Proven experience in a coordinating role is essential.
• Experience in the service industry is preferred.
• Extensive administration knowledge on Excel and Microsoft packages.

Responsibilities

• Organise and prioritise the workload of the engineering team.
• Plan and direct engineering resources to meet customer deadlines.
• Keep customers updated on the progress of outstanding work.
• Promote positive customer service.
• Manage incoming phone calls and queries from customers.

Skills

Coordinating experience

Teamwork

Customer rapport

Multitasking

Excel and Microsoft packages

Job description

Anderson Knight is recruiting Helpdesk Operator for a well-established FM business based in Hillington.

The role involves organising and prioritising the workload of the engineering team as well as giving basic engineering assistance and sourcing equipment and spare parts as necessary.

Please note this is a maternity cover until October 2026.

Salary – £28,500 – £29,285

Hours – 40 hrs per week on a 4 on 4 off rolling shift pattern.

The 2 shifts are 08:00 – 18:30 and 09:30 – 20:00.

Key Responsibilities

• Organise and prioritise the workload of the engineering team.
• Plan and direct engineering resources to meet customer deadlines.
• Keep customers updated on the progress of outstanding work.
• Ensure the team follows established procedures and quality standards.
• Promote positive customer service, addressing concerns or escalations professionally.
• Handle incoming phone calls, managing queries and requests from existing customers.
• Monitor and check jobs in the system, liaising with clients and the service team to resolve any issues.
• Manage escalations and chases, following appropriate processes.
• Diagnose faults using remote system data to support decisions on engineer attendance or remote call management.
• Balance the needs of customers and engineers in a busy environment.
• Alert management to issues and assist in their resolution.
• Understand customer contracts and help deliver service level agreements.
• Run and distribute scheduled and ad-hoc reports as required by contracts or management.
• Coordinate the procurement of spares and parts and schedule their fitting.

Key attributes and skills

• Proven experience in a coordinating role is essential.
• Experience in the service industry is preferred but not essential.
• Extensive administration knowledge on Excel and Microsoft packages.
• Ability to work as part of a team.
• Able to juggle multiple tasks and remain calm under pressure.
• Ability to build great rapport with customers and team members.

To apply for this excellent opportunity, please forward your CV in complete confidence.