Service Desk Administrator

Excell Group Plc ,
Sawston, Cambridgeshire
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Overview

Job Description

Service Desk Administrator Main Purpose of the Role To provide proactive Customer Service support for the smooth running of a busy service desk. This position requires a common sense approach with the confidence to communicate with individual department managers and external customers and suppliers, via both phone and email. Key Responsibilities * Logging faults to assist the engineers. * Ensuring that faults are dealt with in a timely manner and within the set timescales. * Completing basic first line for example: Call diverts , password reset. * Liaising with colleagues to advance tickets and keep them informed of progress. * Keeping all call records up to date with the progress of the faults. * Closing jobs and chasing paperwork from engineers where required. * Dealing with suppliers for progress reports to achieve resolution. * Coordinating the engineering diary, and keeping it up to date. * Ensuring any faulty equipment is returned to stores in a timely manner and any required replacements are sent to customer site. * Raising PO's where necessary. * Updating key stakeholder's information. * Ensure Company policies, procedures and core values are adhered to. The key responsibilities and accountabilities highlighted in this job are indicative and may vary over time. Job holders are expected to undertake other duties and responsibilities relevant to the nature, level and scope of this role. Person Specification Experience * The ability to receive or transmit a large volume of requests by telephone and email, preferably in a commercial fast-paced environment. * Strong coordination and planning skills in a customer facing role. * Experience working with bespoke databases as well as MS Office, especially Word and Excel. Skills/Knowledge/Understanding * Excellent organisation and administration skills. * Excellent customer service approach. * Quick learner with good attention to detail and accuracy. * Excellent typing skills. * Excellent listening skills and clear concise verbal and written skills. Personal Attributes Hard working and committed. * Demonstrates tact and diplomacy. * Calm, confident manner able to work effectively under pressure. * Solution focused and flexible approach to problem-solving. * Ability to work as part of a team and to use their own initiative. * Able to prioritise workload and manage regular interruptions to remain productive. Whilst we will make every effort to get back to every applicant, it is not always possible, so if you haven't heard from us within three weeks, please note that your application has not been successful on this occasion. The Company values diversity and is committed to equality of opportunity. The Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Apply for this Job

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