Helpdesk Administration and Resource Planner

Helpdesk Administration and Resource Planner

Join our dynamic Technical Helpdesk team as a Professional Services Administration and Resource Planner. This role focuses on delivering exceptional customer service by scheduling and coordinating our Professional Services Post-Sales teams across the UK, Ireland, and beyond.

Key Responsibilities:

• Schedule and route Helpdesk teams efficiently.
• Assign tickets based on business impact and urgency.
• Process chargeable calls promptly and accurately.
• Maintain service portals and ensure SLAs are met.
• Communicate effectively with clients and internal departments.
• Update and escape service requests as needed to ensure customer satisfaction.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

Flexibility:

We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs.

Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointmen t.