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Helpdesk Adviser

Job Title: Helpdesk Adviser
Contract Type: Permanent
Location: Manchester
Industry:
IT
Start Date: ASAP
Reference: SS27428
Job Published: December 12, 2018 13:34

Job Description

HELPDESK ADVISOR
Reference numberSS27428RegionUKLocationNorth WestSub locationManchesterFunctionCustomer ServiceEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
POSITION OVERVIEW
We are currently recruiting for a Helpdesk Advisor to join our team based in Manchester. To provide a polite and helpful client contact, ensuring that response times are met by service providers. Carry out necessary administrative duties, produce & submit reports in a timely manner.

RESPONSIBILITIES
Respond to customer calls in a polite, professional & timely manner
Raise job on helpdesk system(s) at the time of the call, contact the appropriate service provider/contractor and provide relevant information in line with client service specification
Use radio technology as & when required as a method to liaise with service providers for specific contracts
Respond to emails in a timely manner
Follow up of open jobs to completion
Identify appropriate engineer / sub-contractor to attend job in a timely manner in line with KPI’s
Gain necessary approval/authorisation when spend limits are reached
Raising purchase orders for suppliers & sub-contractors
Provide clients with status updates as necessary for the jobs reported
Provide ad hoc reports as requested
To be the responsible person for specific contracts & assist with training within the team
To maintain data within the helpdesk system
Manage bookings for all meetings and conference rooms, ensuring that any requests for special arrangements are recorded and actioned
Record complaints and immediately bring to the attention of the relevant Manager with action taken
To ensure user guides are kept up to date for contract responsible for and ensure the team is aware of current & new processes
Perform any other reasonable duties when requested
To be the first line of contact to resolve client issues and events
Follow the Disaster Recovery step by step procedure & take necessary action as stated within this DRP document
Provide support to team members to ensure emails & telephone calls are actioned in a timely manner
Perform any other reasonable duties when requested
WHAT WE ARE LOOKING FOR
Works in partnership with others to ensure events are actioned in a timely manner
Seeks input and opinions from others to help make a specific decision
Demonstrates willingness to learn from others’ experiences and contributions
Builds and maintains positive relationships in the team by valuing others’ contributions and experiences
Manage time keeping & attendance
Deliver Results
Strives to overcome perceived obstacles

ABOUT THE COMPANY


Interserve is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values. We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. Headquartered in the UK and FTSE listed, we have gross revenues of £3.7 billion and a workforce of circa 75,000 people worldwide.