Immediate Helpdesk Administrator

An engineering and facilities maintenance company is seeking an experienced Helpdesk Administrator, based Stevenage area. The role is offering a salary of up to £26,400per annum.
This is an initial 8 month fixed term contract with potential to go permanent
Role Overview
This is a key role within the Service Desk Team that is responsible for delivering excellence in customer service at all times, ensuring KPIs are being met and exceeded where ever possible. It requires this person to be effective in call handling and management, dealing with customers, engineers and other stakeholders to ensure that quality service delivery are the top priorities. This role needs to ensure that all Contractual Obligations are being met and delivered. This requires someone who is not afraid to take quick decisions and stick by them, with high levels of initiative, hugely customer focused, action orientated, bright, enthusiastic and dynamic. The right personality is going to be crucial for this role and the ability to handle many high pressure demands at once and remain unfazed.
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 KPIs are being met and exceeded where ever possible, and adhering to the ‘Fix it First Time’ principle
• Responsible for proactively advising clients on service progress, any further works required and obtaining any required authorisations.
• Effectively handle and prioritise any client complaints appropriately and escalating where necessary to ensure matters are dealt with within the SLA’s agreed upon
• Developing high trust Client relationships and point of contact, attending meetings where required.
Reactive Maintenance and Service
• Effective logging and management of all reactive service calls onto the service management system as required, ensuring that any relevant information is obtained and recorded as required.
• Responsible for ensuring that all reactive maintenance work is being regularly reviewed and proactively assigned to the right engineers and client accounts
• Analysing the resources available, ensuring the most appropriate engineer attends the call, taking into account technical skill base, location and client preferences as far as possible.
• Ensuring that reactive work is done within the agreed call out priority matrix and adheres to attendance times at all times..
• Responsible for constant reviewing of progress and quality of the job, analysing to ascertain whether further works are required prior to shutting down the job.
• Ensure correct certification and paperwork is received, supplied to the client and copies saved in the management system.
• Shut down jobs within the targets set ensuring accuracy prior to passing through for invoicing within 2 working days
• Liaise with suppliers and subcontractors to ensure excellent service delivery.
• Recognise and escalate any internal issues related to sites or engineers to the appropriate person in a timely manner.
• Co-ordinate workforce effectively, ensuring engineers time is maximised for optimum profitability.
• Check and process engineers’ incoming reports, monitoring for any discrepancies, ensuring accuracy and relevance, reporting back to engineers or manager where relevant.
• Update client information resources appropriately, sending client information as required.
• Logging new contracts onto the system as required.
• Managing own time effectively to ensure all daily objectives are met.

The successful candidate must be able to demonstrate the following:
•Maths/English GCSE or equivalent
•Problem solving and decision making skills
•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 ethos
•Self-starter/pro-active
•Keen to learn and develop self
•Flexible
•Positive personality with humour
•Willingness to go the extra mile from time to time
•Good attention to detail
•Conscientious
•Able to prioritise and manage own workload
•A “people person”/people orientated
•Empathetic
•Good at problem solving, Logical.
•Previous experience within building services company
•Previous experience on busy reactive helpdesk
•Previous experience coordinating an engineering workforce.

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