Helpdesk Assistant

My client are searching for 2x Helpdesk Assistants (One position would cover the 6am-3pm shift and the other 12pm - 9pm shift)

The Helpdesk Assistant plays a key role in supporting the day-to-day running of a busy and reactive commercial Helpdesk, acting as an important link between customers, engineers and the wider office team.

Working in a fast-paced environment, you will handle incoming calls and emails, schedule engineers, provide customer updates and ensure job information is recorded accurately. Priorities can change quickly, so this role requires someone who is highly organised, confident on the telephone and able to remain calm when managing several tasks at once.

The Helpdesk operates across two shifts:

• Early Shift: 6:00am-3:00pm
• Late Shift: 12:00pm-9:00pm

• Schedule jobs and coordinate engineer activity across day and night shifts.
• Arrange permits and site access requirements.
• Handle incoming calls and make outgoing calls to customers and engineers.
• Monitor and respond to Helpdesk emails.
• Provide customers with accurate and timely job updates.
• Maintain accurate job information and records within internal systems.
• Chase purchase orders and order numbers where required.
• Respond to customer queries and escalate issues to the Helpdesk Manager when necessary.
• Reorganise schedules and priorities when requirements change.
• Work closely with engineers and colleagues to ensure jobs progress smoothly.
• Deliver a friendly, professional and responsive customer service at all times.

• Previous experience within customer service, helpdesk, scheduling, administration, hospitality or another fast-paced environment would be advantageous.
• Confident and professional telephone manner is essential.
• Calm and composed approach when working under pressure.
• Strong attention to detail with the ability to work quickly and accurately.
• Confident using computers and willing to learn new systems.
• Proactive, reliable and comfortable taking ownership of tasks through to completion.
• Strong team player with a positive and helpful approach.

• £27,000 - £28,000 per annum depending on experience
• Fully office based
• 28 days holiday (including bank holidays)
• Employee Assistance Program
• Death in service

Thank you for your application.

INDCORE