Helpdesk Administrator

Job content

An exciting position has become available for an immediately available Helpdesk Administrator, working for a leading facilities provider in Bloxham,Nr Banbury.

Work from home once training is completed.

Location: OX15 4FF

Hours: 9.00am-17.00pm (Must be flexible)

Every other week be on call (out of hours) which will be paid additional to salary (this will be from home)

Role Overview

·Being first point of contact for incoming telephone calls and service requests.

·Logging work order requests and inputting details into a CAFM system.

·Delivery of updates and tracking requests through to job completion, in line with Service Level Agreements (SLAs).

·Understanding, identifying and applying the SLA for each service request.

·Sorting and dispatching calls to engineers, sub-contractors based on the correct skills sets, geographical location and service delivery arrangements.

·Re-plan and reassign work as required to manage workload and priorities.

·Meet SLA targets and respond to customer demands.

·Plan daily workload for engineers using available systems.

·Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet demand.

·Organise planned maintenance for engineers, sub-contractors.

·Raise purchase requisitions and/or purchase orders.

·Ensure compliance with statutory and company procedures, across all functions.

·Collate accurate and punctual reports as required.

·Analysis of job history/running reports to avoid duplication.

·Ad hoc administration duties.

·To comply with Company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.

·Escalate any complaints as required and support continuous improvement to reduce levels of customer complaints.

·Work in collaboration with the team on site.

Personal Specification

·Ability to multi task in high pressured environment

·Excellent organisational skills

·Good general IT skills (Microsoft Excel/Word/Outlook)

·Previous experience working in an office environment and for service provider in customer facing role

·Excellent customer service skills

·Self-starter/pro-active

·Keen to learn and develop self

·Able to prioritise and manage own workload

·Good at problem solving, Logical

·Previous administration/scheduling/helpdesk experience

Job Type: Full-time

Salary: £25,000.00 per year

Benefits:

• On-site parking
• Work from home

Schedule:

• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Banbury, OX16 9UX: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 2 years (required)
• Customer service: 2 years (required)

Work Location: In person