Job Title: Helpdesk Administrator
Location: Manchester
Salary: Negotiable, dependent on experience
Job Type: Permanent, Full Time.
Ascot Services provides market leading solutions across a number of disciplines that includes; facilities management, construction services, engineering services, planned preventative maintenance, environmental solutions, all with 24/7 dedicated client support.
The role:
As part of the Helpdesk team, your role will be to provide exceptional customer service and support to clients of Ascot Services. The Helpdesk comprises front line staff who provide 24/7 support and are the first point of contact for many stakeholders.
In addition to providing excellent customer service and timely responses to queries, the role requires efficient management of related documentation and accurate data collection in order to deliver cost effective service solutions within agreed service levels (SLA’s).
Key Responsibilities and Accountabilities:
- Receive and log calls and emails from clients, engineers, sub-contractors and suppliers ensuring all calls and emails are logged and processed efficiently on the Ascot Service Desk in line with Key Process KP23.
- Effectively manage work instructions received via the Service Desk.
- Acknowledge receipt of work instructions utilising the agreed Service Desk templates.
- Determine appropriate engineering resources required and allocate work requests accordingly.
- Check approval status for all sub-contractor resource prior to any work instruction and PO being raised.
- Request RAMS where appropriate ensuring they are uploaded on to the Service Desk when received.
- Liaise with clients to book the attending engineering resource on site.
- Contact sub-contractors and suppliers for updates on works or requesting quotations.
- Order parts and materials within appropriate approved spending limits and via Ascot approved suppliers.
- Communicate with clients on estimated work commencement dates, and keep them updated so that they are fully briefed as to when work will be carried out and reasons for changes to planned timescales when appropriate.
- Add timely, accurate, clear and concise progress updates on the Service Desk
- Track progress of jobs against pre-determined SLA’s including maximum allowable response and rectification times, proactively action works that are approaching breach of agreed service levels and escalate as appropriate
- Ensure the Ascot Services accounts system (SAGE) is accurately updated in accordance with agreed procedures
- Close works down on the Service Desk, ensuring all fields are completed in accordance with agreed procedure and status reflected in SAGE
- Perform on-call duties in accordance with agreed rotas
- Maintain an effective working relationship with all members of operations to ensure that there is effective co-ordination of all work instructions
The Candidate:
- Integrity – Honest, open, ethical, and fair so our people trust us to adhere to our word
- Teamwork – Build strong teams that have a shared goal and rally around the mission and vision of the organization
- Outstanding collaboration to deliver on key business objectives
- Expert at what you do with relevant industry experience and in-depth knowledge of the market
- Delivery of outstanding results in a safe, compliant and ethical way
- Problem solving – Continual improvement through innovation
- Emotional Intelligence – Be aware of, control, and express one’s emotions in a positive constructive way
- Ability to manage complexity at pace
- Strong relationship and stakeholder management skills
- Strong financial acumen
Competencies
Covering a variety of shifts and an on call rota with the rest of the team – (07:00-15:00/08:00-16:00/09:00-17:00/10:00-18:00/11:00-19:00)
Benefits:
- Attractive benefits package
- 24 days annual leave plus bank holidays
- NEST pension
Please click the APPLY button and to submit your CV and Cover Letter.
Candidates with experience or relevant job titles of; Customer Service Advisor, Customer Service, Call Centre, Customer Relations, Client Services, Customer Support, Customer Excellence, Contact Centre, Services Manager, Helpdesk Engineer, Support Technician, Desk Support, Customer Service Advisor, Customer Service Representative, Customer Support, Customer Service Executive, Customer Service Advisor, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent, Customer Services Administrator may also be considered for this role.
