Helpdesk Administrator

DescriptionThe role is temp with a view to become perm for the right person.
The working hours are 40 hours per week Mon-Fri over 2 shift patterns, either 8am-5pm or 9am-6pm
As an active member of the Helpdesk team and part of the Epsom Hub, the Helpdesk Administrator will assist in the day-to-day running of the Helpdesk, undertaking administrative duties and providing support to the management team and colleagues across the account.
The Epsom Hub operates between the hours of 8am and 6pm and a rota system is in operation to cover these hours, so flexibility is required
Additionally, the Helpdesk Administrator is responsible for representing in the local and regional business and real estate community in order to promote reputation and capabilities.
Customer Service
Receiving incoming telephone calls, passing information/work orders on to staff/contractors in a timely manner.
Replying to requests, queries and complaints received over the phone or by email.
Inputting and progressing maintenance work requests and queries onto the helpdesk system.
Coordination of internal and external resources to ensure work orders are completed within SLA
Ensure clients are updated on progress of work orders in a timely manner and that WO are closed out to customer’s satisfaction
Maintaining an up to date working knowledge of all relevant processes and policies.
Maintain a strong working knowledge of the Corrigo system enhancing personal skills through training and inquisitive research
Remain calm under pressure, use initiative and manage changing priorities as they arise
Providing general administrative support.
Switchboard Support [absence cover]
Respond promptly to incoming calls, minimising the caller wait time
Respond to calls using the defined greeting appropriate to the specific incoming line
Effectively & efficiently deal with caller’s requests, listening with care in order to route correctly first time
As required, provide a messaging service on behalf of callers to the Client Account Managers
Ensure all colleague’s names and contact numbers remain confidential & that no personal details are shared
Escalate technical issue with the switchboard through predefined channels
HSE, Security & Quality
Demonstrate permanent high level of security awareness, knowledge of emergency
Evacuation & health & safety procedures.
Understand & actively support Quality Management program
Report any suspected cases of Phishing in line with client policy
Site Operations
Ensure cleanliness of work area at all times
Provide management information relating to helpdesk as and when required.
Ensure accurate and detailed hand over is planned & passed on [for tasks for within responsibility], if absent from the business
Helpdesk administrators may from time to time be asked to support the switchboard team with administration & other tasks
Work as a reliable, efficient and flexible member of the team thereby contributing to team success
Ability to meet above standard job requirements
Ability to work within a team
Ability to fit within the company culture
Ability to adapt to a fast pace and demanding environment
The candidate must demonstrate the following skills:
* Attention to detail
* Problem solving
* Decision makings
* Excellent verbal & written communication
* Proficient with the use of Microsoft Office tools
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KT18, Epsom, Surrey
Salary Min12Salary Max13.5Contract TypeContractSalary TypeHourAdded1m 17dID997714