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Service Desk Administrator/Call Handler

Location: WEST END, LONDON, UNITED KINGDOM Salary: 18,000-25,000 GBP (UK Pounds) Per annum, inc Benefits
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: 2
Posted: 2 months ago Reference: X3-277776

Our client are a well established security company, based in the West End area of London and currently seeking a Service Desk Administrator to join their small team of 5. 

The ideal candidate for this role needs to have good communication and listening skills, the ability to relate to different types of people and have a polite, friendly telephone manner. They also need to have excellent organisation, computer and word-processing skills. 

Working hours 8.30am - 5.30pm

As Service Desk Administrator your main area of responsibility is to maintain an efficient Installation / Service Desk which includes:
• Answering incoming calls
• Providing telephone assistance where necessary / possible
• Empathising with the client where appropriate and ensuring they always feel valued
• Acting on Service related emails and ensuring the mailbox is kept up to date
• Logging jobs on Call Management database according to clients telephone, fax or email requests
• Proactively reviewing clients accounts when they call to identify and resolve any future problems before they arise
• Efficiently scheduling Engineers to respond to Service and Preventative Maintenance calls
• Keeping clients informed of Service calls progress
• Escalating serious problems to Senior Engineer’s / Administration Manager
• Liaising with UK wide subcontractors to carry out outer London jobs
• Processing all call related job sheets supplied by department engineers and updating call status’
• Ensuring job sheets are received for all engineer attendances
• Typing and sending quotes for Extra Works
• Telephone follow ups for quotes sent to confirm acceptance or rejection
• Scheduling accepted quoted works and revisits
• Requisitioning required parts from stock for accepted quoted works and ensuring they are ready for engineer collection
• Processing payment for cash jobs
• Logging daily Out Of Hours telephone assistance calls, Engineer attendances and Standby
• Updating Engineer Out of Hours Rota according to schedule produced by Supervisor
• Logging and following up on Client’s Policed Activations according to ARC daily reports
• Producing compulsory reports for Call Response statistics to weekly and monthly deadlines
• Producing weekly performance reports
• Ensuring quality standards and procedures in place are followed
• Providing back-up support in the event of absence of other team members
• Advising HR of Engineer attendance and punctuality
• General administration related to the above and NACOSS criteria

Please apply today if you have the relevant skills and experience for this role!

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