Job Title: Helpdesk Administrator
Location: Manchester
Salary: Competitive DOE
Job Type: Permanent, Full Time
The Company:
Ascot Services provides market leading solutions across a number of disciplines that includes; facilities management, construction services, engineering services, planned preventative maintenance and environmental solutions, all with 24/7 dedicated client support.
The Position:
If you enjoy working in a Helpdesk Admin role or similar, and would like to embark on a new challenge, and want a career with a well-established reputable Company with great benefits, then this is the role for you!
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.
Here’s What You Can Expect to Be Doing:
- Receive and log calls and emails from clients, engineers, sub-contractors and suppliers
- Ensure all calls and emails are logged and processed efficiently on the Ascot Service Desk.
- 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 SLAs 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
About you:
- 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
Additional Information:
Hours are 9am to 5pm, with a rota for covering an early and a late shift: 6am to 2pm and 11am to 7pm. You will also be part of an on-call rota with the rest of the team.
Benefits:
- Work from home on early and late shift
- Free on-site parking
- Attractive benefits package
- 24 days annual leave plus bank holidays
- NEST pension
Candidates with the experience or relevant job titles of: IT Support Consultant, IT Support Service Desk, IT Service Desk Consultant, IT Support, Helpdesk Support, Support Engineer, Senior Support Technician, Helpdesk Analyst, IT Support Analyst, IT Service Engineer, IT Service Desk Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support, IT Service Desk Technician, 2nd Line Support Engineer, 2nd Line Support Technician may also be considered for this role.
