Help Desk Operative

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Leeds, United Kingdom

The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.

• Provide customer service by answering incoming service requests via phone, chat, email, and online requests from all business units on facility‑related issues.
• Generate and dispatch service request work orders for completion by vendors.
• Schedule conference rooms and audio‑visual equipment.
• Respond to customer inquiries and concerns, and follow up to ensure satisfaction.
• Update the Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed.
• Contact customers for additional information and communicate the steps in the work‑order process.
• Run, review, and distribute various customer service reports as necessary.
• Assist with the training of new hires and temporary employees on CMMS, customer service database, email, live chat, and call center procedures.
• Provide informal assistance such as technical guidance and/or training to co‑workers.
• Perform other duties as assigned.

None

• Ability to comprehend and interpret instructions, short correspondence, and memos, and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co‑workers, and/or supervisor.
• Ability to calculate simple figures such as percentages.
• Ability to understand and carry out general instructions in standard situations.
• Ability to solve problems in standard situations; requires basic analytical skills.
• Intermediate knowledge of Microsoft Office Suite products.
• Typing speed of 45–50 words per minute.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines; errors in judgment may cause short-term impact to co‑workers and supervisor.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED) required. Call center experience preferred. Minimum two years of related experience.

None

See Qualifications section.

See Qualifications section.

See Qualifications section.

See Qualifications section.

See Qualifications section.

GWS Segment

• Seniority Level: Entry level
• Employment Type:
  
  Full-time
• Job Function:
  Information Technology