Helpdesk Administrator

Helpdesk Administrator (6 months)
Chester
£22,500 plus bonus upon completion of the contract
An opportunity to join an expanding and progressive company as a Helpdesk Administrator on a 6-month contract in a fast-paced and varied environment. The Helpdesk Administrator (6 months) will aim to answer all queries relating to their service and provide a first call resolution where possible.
To apply for the Helpdesk Administrator role, it is essential that you have previous phone-based customer service experience, preferably within a high-volume contact centre environment or a facilities support role. For the Helpdesk Administrator role, the ability to learn new skills and systems quickly is essential.
Benefits include free city centre parking, performance reviews and rewards, plus an exceptional modern, open-plan office working environment.
 
Objectives of the role

Process and record enquiries from multiple sources
1st point of contact for urgent Health & Safety / Business Critical enquires. Clarifying detail establishing urgency / providing initial guidance to relevant party
Determine responsibility for repair issues and advise accordingly
Liaise with contractors to provide updates on estimated work commencement dates, ensuring all parties are kept informed and internal system updated
Confirm completion of works with contractors and processing of recharges when required
Determine the correct accounting code when processing orders to maintain budget levels
Obtain relevant authorisations
Communication with internal departments following works to maintain inventories
Assist in driving contractor performance through feedback on time, cost, and quality assessments
To provide general support to the Statutory Compliance Department as required at peak times or absence cover
To log and follow through the support required with insurance claims, liaising with Stakeholders, Contractors, and Insurance Companies

 
Key Responsibilities:

Process repair calls, emails, and general queries
Liaising with other departments to manage processes and updates
Manage incoming quotes
Budget allocation
Recharges
Deal with general account queries involving work orders raised
Awareness of health & safety, environmental health and trade critical issues and prioritise jobs accordingly
Awareness of reported issues which could be potential insurance claims and handle accordingly
Monthly catch-up calls with Internal Stakeholders on outstanding issues
Work within the guidelines and always maintain GDPR requirements

 
Skills and Experience

Customer service and telephony experience essential
Excel and Outlook skills (including Inbox management) essential
High degree of accuracy and attention to detail
Great organisational skills and ability to prioritise and work to tight timescales
Excellent communication skills, both written and verbal
Flexibility to cover other departmental tasks or assist as required
Good team player
Able to manage difficult conversations

KEYWORDS: helpdesk, customer service, quotes, accounts, administration, calls, queries
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies. We are an equal opportunities agency and welcome applicants from all backgrounds. We are acting on behalf of the client as an Employment Agency in relation to this vacancy.