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Helpdesk Operative / 1st Line Support Advisor

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  • Location

    Blackburn, Lancashire

  • Sector:

    IT and Digital

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Samantha Clinch

  • Contact email:

    samantha.clinch@morson.com

  • Job ref:

    176046SCA_1587396844

  • Published:

    about 2 months ago

  • Duration:

    12 Months

  • Expiry date:

    2020-05-18

  • Start date:

    ASAP

Helpdesk Operative / 1st Line Support Advisor - Blackburn

Goals and Objectives:
* To respond to all calls in a dedicated, professional and effective manner.
* To deliver excellent service to all Customer Service Centre customers, internal and external.
* To ensure customer contractual obligations are met.
* To maintain company standards of customer relationships and confidentiality.
* To ensure compliance of working procedures at all times

Responsibilities:
* Take customer calls, capture and enter all customer information accurately into JDE. Check customer history to avoid duplication of calls.
* Ensure all calls are logged in accordance with the customer contractual obligation.
* Acting as the first point of contact for the customer and take ownership of all customer requests
* Effectively deploy and optimize the use of available service engineers. Consult with Supervisors and Area Managers to resolve issues.
* Timely escalation of any customer issues in accordance with the processes.
* To meet/exceed individual, team and department Key Performance Indicators.
* Carry out administration task associated with the engineer call allocation, planning and availability. Adhoc administration tasks.
* Liaise with 3rd party contractors ensuring any requirement for equipment or 3rd party attendance is arranged.
* Maintain call out history ensure this provides an accurate record.
* Plan routine maintenances with available resource.
* Review outstanding calls to ensure revisits are carried out in a timely manner and any issues preventing calls being carried out are resolved.
* Supporting the department by conducting other reasonable work given to you outside of your scope when required
* Ensure adherence to all Company Policies and Procedures.
* Be fully conversant and compliant with all Environmental Health and Safety procedures.
* Complete quarterly ethics module as advised by Ethics & Compliance Officer (ECO)
* Fully comply with all Quality, Environmental Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement (RAMS), and Achieving Competitive Excellence (ACE).

Qualifications/ Experience/ Knowledge:
* Some customer experience e.g. Call Centre experience or customer service or customer facing experience.
* Basic level of computer skills including Windows, email and Excel
* Experience working in a fast paced environment with an ability to react to changes in demand in work load
* Ability to make decisions
* Working as part of a team to achieve objectives and KPI's
* Ability to key information directly into a computer system whilst customers are on the phone.

Personal Qualities and Behaviours:
* A proactive individual with strong communication skills
* Enjoys a disciplined and accountable environment
* Ability to work under pressure and to tight deadlines
* Excellent listening/communication skills
* Excellent telephone skills and manner
* Possess good keyboard skills
* Be able to work in a team and communicate effectively with members of their own team and others
* Be able to work on own initiative
* Accuracy in data inputting and attention to detail
* Ability to prioritise and work under pressure
* Ability to plan but be adaptable

Helpdesk Operative / 1st Line Support Advisor - Blackburn