Backshift Helpdesk Coordinator - Glasgow, United Kingdom - Anderson Knight
Description
Anderson Knight is recruiting for Helpdesk Coordinators for a well-established company based in Glasgow on a backshift pattern.Monday to Friday 15:00 - 21:30 or 16:00 - 22:00.
This role involves handling incoming calls from customers' stores, depots, and offices to register maintenance requests and document accidents and incidents.
Main Duties and Responsibilities:
- Accurately documenting received calls with comprehensive information to facilitate a firstfix approach to tasks.
- These calls undergo triage by the Helpdesk and are then assigned to the relevant resource for resolution within specified timeframes.
- Assigning appropriate priority levels to jobs.
- Coordinating with technicians, contractors, and field managers to obtain updates and additional details on inquiries.
- Collaborating with team members to share workloads, track progress on ongoing tasks, and provide feedback to customers.
- Conducting customer satisfaction surveys upon job completion and identifying areas for improvement.
- Handling incoming calls from the field.
Key Attributes and Skills:
- Demonstrate clear and concise verbal communication skills, adept at effectively utilising phone communication and possessing proficient typing abilities.
- Exhibit strong listening skills.
- Capable of managing high levels of activity while maintaining focus on the current call and necessary information for recording.
- Possess a reasonable level of proficiency in MS Office.
- Understand the importance of teamwork and actively contribute to shared learning within the team.
- Willingness to take direction from managers and flexibility in working hours to support service delivery.
- Reliable and dependable, with the ability to identify and document issues as required.
Company benefits:
- 33 days (6.6weeks) paid holiday for a fulltime contract.
- Free onsite parking
- Subsidised canteen facilities & vending machines
- Pension scheme up to 5% matched contribution
- Companyfunded Healthshield cash plan.
- Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more
Job Types:
Full-time, Permanent
Pay:
£17,843.81 per year
Benefits:
- Company pension
Work Location:
In person
Reference ID:
NM01
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