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Prospero Integrated
,
Crawley, West Sussex
Helpdesk Coordinator
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Job Type: Full-time |
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Salary: £22,000 per annum |
Overview
Job Title: Help Desk Coordinator Salary / Package: £22k - £24k benefits Location: Crawley, West Sussex Job Type: Permanent, full-time The Role We are looking for a customer service-oriented help desk coordinator to provide support to users in an efficient and accurate manner. The goal is to make sure that customers value is maintained to the standards set forth by the company. Main Job Tasks & Responsibilities Provide first level through taking calls and handling incidents/service requests Provide customer with regular updates on the progress of the Service requests Conveying resolutions to customers Properly escalate unresolved queries to the next level of support Track, route and redirect problems to correct resources Ensure proper recording, documentation and closure of tickets Update service records throughout the service record’s life cycle Update customer data and produce activity reports when requested Follow up with customers, provide feedback through to resolution Ensure logged faults are resolved within SLA Utilise excellent customer service skills Preserve and grow knowledge of help desk procedures, products and services Allocating engineer resource Ensure proper documentation is raised for engineers Follow up with engineers and ensure timely feedback Regular reporting to the Service Delivery Manager Providing support to the Help Desk Analysists when required Assisting with arranging staff training and awareness sessions Managing help desk rota Monitor Engineer Calendars Requirements Working experience in the help desk environment will be beneficial Excellent telephone manner Team player Working knowledge of Office packages Good communication skills Advanced multi-tasking skills Customer service orientation Worked alongside Engineers or Contractors. Admin Experience.