Helpdesk Administrator

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Role:
Full time position to act as the primary point of contact for all internal and external clients 24/7 365 days a year; inputting fault requests onto the Helpdesk systems, keeping all job notes up to date and liaising with relevant local offices for updates if required. Acting as the main switchboard, transferring calls to other departments or offices.

Reporting to the Helpdesk Manager, you will be responsible for:

• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.
• Answering all phone calls within a specified time frame, extracting information from the caller to enable you to deal with the call in the appropriate manner. Providing a primary contact point to all clients, escalating issues to supervisory and managerial level as appropriate.
• Participate in relevant rota arrangements, covering various shifts between 7am and 7pm. Including a 1 in every 4 weeks weekend shift. Availability to provide cover to ensure adequate staffing is available at all times, to deliver the helpdesk 24/7 service.
• Liaise with the Operational Team(s) in order to handover, progress, update, resolve, close out customer issues; whilst providing feedback at all key stages to all.
• Assist with collation of Management Reporting as and when required.
• Liaise with on call engineers out of hours, passing over emergency work.
• Participate in the development of and roll out of Helpdesk processes. Updating where and when required.
• Carry out general administration duties as and when required.

• Excellent communication skills, including verbal and the written word
• Decision making and problem solving skills
• Strong customer facing skills
• Analytical skills
• Planning and organisational skills
• Demonstrable commitment to team working
• Ability to work on own initiative
• Administrative skills with strong attention to detail
• Familiarity with MS Excel
• Proactive and flexible team player and active participation in shift rota.
• Must be flexible to work across all shift patterns on the Helpdesk Service.

This is not intended to be an exhaustive or exclusive list of duties.

These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular, the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working.

This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.