Helpdesk Administrator

A prospering service provider working with contracts for a number of major national and international brands are adding to their service team with an excellent communicator to work on the Helpdesk. The role will be responsible for managing the day-to-day flow of client requests for maintenance services. Your key responsibilities will be: 

• Answer incoming calls and respond to emails from clients and respond with internal resources
• Log and manage client requests, prioritising them accurately and efficiently.
• Provide updates to clients throughout the lifecycle of a job.
• Manage work orders and statuses through client systems
• Ensure field operation employees have the correct information to complete the jobs  
• Escalate potential SLA failures or delays to the appropriate manager.
• Ensure jobs are correctly closed client reporting and invoicing.
• Identify outstanding issues with delayed or incomplete jobs and escalate as appropriate
• Assist with maintaining service levels for contractual KPIs and the department’s administration

Previous experience working within a Helpdesk or Service Desk would be a significant advantage for the role along with understanding workflows across different functions. The ability to manage multiple jobs and be able to prioritise effectively and maintain control of their workload during busy periods will be important, understanding the information being provided and what actions are required next. The successful candidate must be customer-focused, calm under pressure and able to maintain a professional approach when dealing with challenging situations.