Part-Time Helpdesk Administrator

☞ FES Group

View: 103

Update day: 01-06-2024

Location: Stirling Scotland

Category: IT - Software Part-time

Industry: Facilities Services

Position: Entry level

Job type: Part-time

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Job content

FES FM Ltd is the FM division of the FES Group which has 50 years’ experience and provides an exceptional range of skills, services and products.

FES FM provides a unique range of in-house hard and soft facilities management services to a diverse portfolio of public and private sector clients across the UK. We specialise in the full range of facilities management and responsive repair and maintenance activity. Due to rapid expansion and success, we are now looking for a Helpdesk Administrator to join our team.

Role

Act as the primary contact point for all internal and external clients; to respond to and resolve customer requests, enquiries and faults within the relevant service level frameworks.

Reporting to the Helpdesk Manager, you will be responsible for:

Key Roles And Responsibilities, Day Shift
  • The day-to-day delivery of the complete helpdesk service to the wider business; across all aspects of the helpdesk service.
  • Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.
  • Participate in relevant cover / rota arrangements to ensure adequate staffing cover is available at all times, to deliver the helpdesk 24/7 service.
  • Provide a primary contact point to all clients, escalating issues to supervisory and Managerial level as appropriate.
  • Liaise with the Operational Team(s) in order to handover, progress, update, resolve, close out customer issues; whilst providing feedback at all key stages to all.
  • Assist in the provision of all aspects of Group Travel, working within the guidelines of a Best Value practice.
  • Participate in the customer complaint and feedback systems in accordance with relevant internal and contractual processes and procedures.
  • Participate in the development of and roll out of QUEST systems and processes to the helpdesk function.
  • Assist with general administration duties as and when required.
Key Person Criteria
  • Excellent communication skills, including verbal and the written word
  • Decision making and problem solving skills
  • Strong customer facing skills
  • Analytical skills
  • Planning and organisational skills
  • Demonstrable commitment to team working
  • Ability to work on own initiative
  • Administrative skills with strong attention to detail
  • Familiarity with MS Excel
  • Proactive and flexible team player and active participation in shift rota.
This is not intended to be an exhaustive or exclusive list of duties.

These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular, the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working.

This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.
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Deadline: 16-07-2024

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