Technical Helpdesk Operator

My client a global leading name in the financial services sector are seeking an experienced Technical Help desk Operator for an immediate start in an on-going temporary role based in Central London paying £16.8 – £18 per hour.

This is a key role within the Service Desk Team that is responsible for delivering excellence in customer service at all times, ensuring all service deliverables are being met and exceeded wherever possible. It requires this person to be effective in call handling and management, dealing with company employees at all levels, engineers and other stakeholders to ensure that quality service delivery are the top priorities.

Principal Activities and Accountabilities:

Service and Communication

*Responsible for the maintenance and championing of excellence in customer service at all times.
*Ensure that all incoming communications from all stakeholders are handled quickly and efficiently, ensuring any issues are escalated to the correct resource where necessary.
*Ensure that all company service delivery requirements are being met and exceeded wherever possible, and adhering to the ‘Fix it First Time’ principle.
*Responsible for proactively advising company personal on service progress and any further works required.
*Effectively handle and prioritise any complaints appropriately and escalating where necessary to ensure matters are dealt with.
*Developing ‘high trust’ business relationships across all company departments, attending meetings where required to enhance the company service desk team delivery.

Duties and Responsibilities

*Providing cover between the hours of 0700 and 1900 between the team.
*Effective management of the planned and condition based maintenance portfolio on the CAFM system (Concept Evolution) as required, ensuring that any relevant information is obtained and recorded as required.
*Effective management of all reactive tasks on the CAFM system (Concept Evolution) as required, ensuring that any relevant information is obtained and recorded as required.
*Responsible for ensuring that all maintenance work is regularly reviewed and proactively assigned to the right engineer or specialist Sub-Contractor.
*Closing of maintenance and reactive tasks on Concept.
*Analysing the resources available, ensuring the most appropriate engineer attends the call.
*Interrogation of BMS / Lighting control systems and make adjustments wherever possible before escalating the call to the engineering team.
*Review job progress and quality on an ongoing basis, analysing to ascertain whether further works are required prior to shutting the job down in Concept.
*Liaise with suppliers and subcontractors to ensure excellent service delivery.
*Active management of warranty related issues.
*Co-ordinate workforce effectively, ensuring engineers time is maximised for optimum efficiency.
*Issuing and cancelling security passes in line with company processes and procedures.
*Managing own time effectively to ensure all daily objectives are met.
*Managing telephone calls to the property services team, collating requests and passing messages to the team.

Skills Required

– Excellent communication skills
– Excellent telephone manner
– Fast paced work ethic
– Literate in MS Office
– Previous office experience
– Excellent customer service ethos
– Self starter, ability to use own initiative
– Attention to detail
– Ability to prioritise work accordingly

If you feel you have the skills and experience necessary for this position please contact vacancy is being handled by Randstad Sales. Randstad Sales is the specialist business line for sales recruitment within Randstad, the world’s second largest recruitment company. Randstad acts as an employment business and employment agency and is registered in England and Wales as Randstad Employment Bureau Ltd, registered no 02389033. Registered office address First Floor, Randstad Court, Laporte Way, Luton, Beds, LU4 8SB.