Helpdesk Operator

Sodexo Group; Salford; On-site; GBP 16,531 - 20,664; Full time

Job summary

Sodexo Group in Salford is seeking a proactive Helpdesk Operator to join the team. The role focuses on recording caller details, handling calls, emails and messages while delivering excellent service under client SLAs.

The ideal candidate has prior helpdesk experience, basic IT knowledge, and accurate data-entry skills. The role offers a full-time schedule of 40 hours per week in a busy environment with potential training and development opportunities.

Qualifications

• Experience in a helpdesk or call centre environment and ability to build relationships with customers and suppliers.
• Basic understanding of computer hardware, peripherals and applications.
• Confident keyboard and data-entry skills.

Responsibilities

• Accurately record caller details, issues, and severity levels for escalation to Team Leaders.
• Work in line with established processes and procedures.
• Respond promptly to calls, emails, and messages per client service levels.
• Demonstrate attention to detail when gathering and inputting information.
• Maintain a clear, professional telephone manner.
• Deliver high customer and supplier satisfaction; resolve queries and escalate if needed.
• Attend training and coaching and apply updates to duties and procedures.
• Identify improvements and report them to the Team Leader.
• Remain flexible to change within the role.

Skills

Helpdesk experience

Customer service

Data entry

Education

NVQ Level 2/3 in Customer Service or Call Handling

Tools

Microsoft Word

Microsoft Excel

Databases

Job description

Helpdesk Operator

Location: 310 Broadway, Salford, M50 2UE

Working hours: 40 hours per week, Monday to Sunday

Salary: £12.71 per hour

We are looking for a proactive and customer‑focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast‑paced environment, communicates clearly, and is committed to delivering excellent service.

Key Responsibilities

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may need escalation.
• 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.

Essential Skills & Experience

• Experience in a helpdesk or call centre environment, with the 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.

Desirable Skills & Qualifications

• Knowledge of computer databases and their applications.
• NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
• Experience working with KPIs and performance metrics in a similar environment.
• Basic proficiency in Microsoft Word and Excel.

We’re an inclusive workplace, where everyone is welcome, and we celebrate diversity. We recognise we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.