Helpdesk Administrator - Glasgow, United Kingdom - Exclusive FM

Exclusive FM

Verified Company

Glasgow, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position:
Helpdesk Administrator (Out of Hours)

Salary:
£22,768.20 per annum

Location:
Glasgow Head Office / Working from Home

Hours: 37.5 hours per week
**Hours of work: Shifts will be between 12pm

10pm**We are advertising this Helpdesk Administrator role on behalf of our client 'City Facilities Management'. City FM was established in 1985 and the company has grown to become one of the world's largest privately held, integrated FM companies.

City has a unique business model and for over 30 years has provided leading maintenance, engineering, technical procurement & support in dedicated partnerships with National Blue Chip companies.

City also has a global presence with offices in the UK, Europe, North America, Malaysia, Singapore, Hong Kong and Australia.

Job Purpose

To answer inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently all customer related faults and enquiries.
Deal with all administrative studies.
Monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines.
Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner.

Key Accountabilities:

To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines.
To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
To ensure the accurate input of data and the completion of all relevant fields throughout each call.
To take ownership of customer problems to conclusion
To liaise with Engineers in order to prioritise calls enabling swift response times.
To manage after call activities to effectively manage workload and service levels.
To communicate fluently and confidently without supervision creating an atmosphere of cooperation with both Customer and Colleagues.
Strive to achieve agreed service levels at all times.
Action any corrective actions highlighted in performance reviews and 11's with your direct line manager.
To approach your Team Leader with any issues or problems that may arise.
To comply with any other reasonable request from the Helpdesk Management Team.