Service Desk Administrator

Henry Schein; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Henry Schein is seeking a Service Desk Administrator to ensure customer satisfaction through effective scheduling and technical support in Cardiff. The ideal candidate will possess strong customer service experience, technical awareness, and the ability to multitask in a fast-paced environment. Benefits include a hybrid working model, 25 days of holiday, and access to health and wellbeing apps, making it an attractive opportunity in a dynamic healthcare environment.

Benefits

25 days holiday a year

Life Insurance

Cycle to Work scheme

Subsidised gym membership

Access to Health & Wellbeing Apps

Hybrid working culture

Qualifications

• Experience providing customer service.
• Technically minded with IT literacy.
• Ability to multitask effectively.

Responsibilities

• Schedule internal and field resources.
• Provide basic technical support on service desk questions.
• Capture and understand technical descriptions of faults.

Skills

Customer Service

Technical Awareness

Multitasking

Problem Solving

Education

Good level of Maths & English

Tools

MRP Systems

CRM Systems

Excel

Word

Outlook

Job description

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Location: Cardiff – or other office location with hybrid working

Are you working in a Dental Practice and looking for new opportunities?

Have you previously worked within Dental and want to put your knowledge to good use?

Overview:

Henry Schein UK Holdings Ltd is the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.
Customers include dental practices and laboratories, physician practices, and animal health clinics, as well as government and other institutions.
Due to continued investment and growth, a fantastic opportunity has arisen for a Service Desk Administrator to join the Henry Schein Team.
The successful candidate will be responsible for technical query resolution and scheduling duties in the Service Department ensuring customer requirements are met and exceeded. The position will also include:

Job Responsibilities:

The role holder will be expected to be responsible for the following:

• Scheduling internal and field resources on the Field service system
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organisation’s key services for which support is being provided.
• Keeping customers updated on progress of issues and reported faults.
• Monitor field resource schedules to maximise appointments and attendance.
• Capturing and understanding technical descriptions of faults
• Provide basic technical support on all service desk questions.
• Closing out engineer worksheets and creating Invoices
• Planning and booking Contract Servicing
• Dealing with Customers and Suppliers
• Liaising with internal departments
• Close outstanding calls when completed or book follow-up calls as appropriate
• Participate in special projects and perform other duties as required.

Job Skills & Experience Required:

To succeed in this role, you’ll need the following:

Qualifications:

• Good level of Maths & English

Skill & Experience:

• Experienced in providing a good level of Customer Service
• Experience with MRP or CRM systems desirable but not essential

Person Specification:

We believe the type of person best suited to this role will be:

• Technically minded, confident individual who has had experience within a customer service or problem solving.
• IT Literate e.g. Excel, Word and Outlook and ideally has had experience with MRP or CRM systems
• Must be able to multitask effectively and build strong relationships with demanding clients in order to investigate their issues and provide the client or field service engineers the maximum information to solve the issues quickly and effectively.
• Used to working in a high paced environment.
• Be robust, determined and challenging along with a “can do attitude”.
• Take ownership of concerns, problems and issues and provide the best possible service in

Our benefits include:

• 25 days holiday a year, with ability to buy up to 5 days holiday each year
• Life Insurance
• Cycle to Work scheme
• Subsidised gym membership
• Access to Health & Wellbeing Apps
• A hybrid, flexible working culture

About Henry Schein:

At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs—at all levels—we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.

As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we’ve been recognised for nine consecutive years by Ethisphere as one of the Worlds Most Ethical Companies.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.