Helpdesk Administrator

by | Oct 5, 2017 | 0 comments

Helpdesk Administrator 
SALARY:  Up to £16,000 depending on experience

iRecruit Specialist have a requirement for a helpdesk administrator to join a growing organisation based in the Walsall office.

This is a position where you will be handling customer inquiries by telephone and email in a service centre. You will also be processing customer orders, applications for service initiation and maintenance as well as troubleshooting and resolving customer complaints.

Key Responsibilities:

  • Receiving inbound customer calls
  • Act as the main conduit for inbound calls and phone queues or any e-ordering/e-comms ordering system(s)
  • Offering exceptionally high levels of customer care
  • Deal with 1st level escalations and complaints
  • To place all requests for service and consumables onto the database in an accurate and timely manner.
  • To ensure all install requests are processed in accordance with the appropriate channels within agreed time scales
  • To ensure that specific admin / additional duties outlined by management team are carried out.
  • To ensure that escalation issues are dealt with in a timely manner
  • Processing call requests onto Service Management System and allocating each call to respective engineering team.
  • Ensuring exceptionally high levels of data entry accuracy
  • Liaising with dealers – logging fault calls and installation / training requests
  • Assisting with identifying calls escalation.
  • To deal with any enquiries / requests made through the Business service team mailboxes including any mail boxes contained within.
  • To support any areas within the Business Service Desk during periods of absence
  • Develop a very high level of understanding of the Service Management System

Key Experience Required:

  • Positive/flexible approach
  • High level of personal resilience
  • Can demonstrate ability to manage change and ambiguity
  • Track record of innovating/problem solving within levels of responsibility
  • Evidence of building constructive and influential relationships with all contact
  • Full and Valid Driving Licence as applicable
  • Computer literate in Word and Excel
  • Numerate
  • Be able to manage time and conflicting priorities
  • Team Player
  • Behaves in an efficient professional and business-like manner at all times