Helpdesk Service Coordinator

Job Title:

Helpdesk Service Coordinator

Role Description:

The successful candidate will be responsible for providing exceptional customer service to clients by resolving service requests, incidents and complaints in a timely and efficient manner.
• Receive and allocate service requests to appropriate resources
• Monitor and escalate issues as required to ensure SLA & KPI targets are met
• Develop and maintain good understanding of core CAFM application and Facilities Management services provided
• Optimise engineer days to drive maximum productivity from the team
• Ensure all jobs are completed within agreed response times
• Deal with communications in a professional and prompt manner
• Escalate issues promptly where required
• Report any apparent deficiencies in systems or equipment that may result in failure of service delivery or risk to health and safety or the environment
• Report any training needs to Line Manager

Key Skills and Qualifications:
• Excellent communication skills (spoken and written)
• Ability to listen attentively and capture important information accurately
• Problem solving and flexibility
• Computer literate, particularly in MS Office and/or service request software
• Knowledge of FM and associated software packages an advantage
• Strong teamwork skills, including ability to work effectively within a team and contribute to building a cohesive team
• Ability to remain calm under pressure and command respect from colleagues

Benefits:
• Opportunity to develop your career in a dynamic and fast-paced industry
• Contribute to building an effective and cohesive team
• Work in a challenging environment with direct support from management team

Others:

We are looking for someone who is highly motivated, organised and able to work independently with minimal supervision. If you have excellent communication skills and a strong focus on delivering high quality results, then this role could be ideal for you.

Customer Focused Helpdesk Role