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Helpdesk Advisors

  • Location

    Bristol, England

  • Sector:

    Administration

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Katie Saunders

  • Contact email:

    Katie.Saunders@morson.com

  • Job ref:

    154662KSA_1547034126

  • Published:

    2 months ago

  • Expiry date:

    2019-01-23

  • Start date:

    ASAP

  • Client:

    #

Job Description - Temp to Perm Opportunity
The Helpdesk Advisors role is to take inbound calls and queries from a well-established client. The Helpdesk Advisor's role is also to provide exceptional customer service to internal and external clients and stakeholders. As the Helpdesk Advisor you will take ownership for the whole cycle of work orders to a cost effective and produce high quality outcome in line with Service Level Agreements. Previous customer service experience is an essential quality, and experience within a helpdesk or contact centre setting is desired but not essential.

Hours of work
Monday to Friday on a shift basis between 7.00am-7.00pm (1 in 4 weekends)


Responsibilities
* Take incoming phone calls, emails, system notifications from clients and engineers and then handle them to a professional high quality standard of output
* Work with the tools provided to correctly allocate tasks and assign engineers in the most efficient and cost effective way to support first time attendance/fix
* Keep up to date with the latest information regarding, systems, processes, policies, contracts and service level expectations in line with SLAs.
* Open, close, monitor, chase and be proactive with new and existing work orders as per company process ensuring where appropriate client systems are kept up to date in a compliant manner.
* Understand and allocate appropriate workforce solutions to relating to facilities management
* Make proactive outbound phone calls to engineers/suppliers/clients to ensure service levels are met
* Take accountability for own performance and development by completing 121 documentation and delivering against agreed actions/KPI's
* Handle or escalate where appropriate complaints in line with company process
* Work within own authority limits and escalate areas of concern/inefficiency in process of service as appropriate ensuring correct sign off
* Complete any other reasonable requests from the management team

About you:
* Smart appearance and presentable at all times
* An autonomous self-starter, self-motivated and well disciplined
* Adaptable and flexible approach to work requirements, willing to accept change
* Ability to communicate professionally in a clear and accurate manner with a wide range of external and internal customers
* Excellent inter-personal and customer service skills
* Able to make effective decisions quickly and multi-task
* Ability to adapt to changes in volume, patterns and priority levels
* Ability to remain calm and control own emotions in order to find appropriate resolution when handling conflict
* Experience of MS Office in particular Word, Excel, Power Point and Outlook
* Experience of working on client management systems is desirable