Job Description

Do you have Excellent Customer skills?

Do you thrive in a fast paced environment and stay calm under pressure?

Do you posses strong administration skills?

Are you able to build great business relationships

Then this could be for you. We are looking for an enthusiastic colleague to join our busy customer helpdesk team.

We are looking for a

highly organised

, customer-focused Helpdesk Coordinator to assist with the day-to-day operations of our helpdesk . Thompson Group provide support to our varied nationwide client base for life safety solutions (fire detection/ CCTV intruder, access control, emergency lighting, warden assistance etc) as well as planned service and maintenance.

This role is central to our business.

Skills

required

Excellent communication is our top priority!! strong administrative and reporting knowledge. Ability to pick up our IT solutions are a must a proactive approach to problem-solving and team coordination. proven track record in understanding and adhering to SLAs ability to perform in a busy environment

Key Responsibilities

:

Helpdesk Operations

Serve as the first point of contact for customers via phone, email, and ticketing systems. An excellent, confident telephone manner is crucial Assign calls to appropriate engineers and monitor progress through to resolution. Ensure SLAs are met and escalate issues where necessary. Follow up with customers to ensure issues are resolved to satisfaction. Daily Reporting & Analysis -Generate regular reports on helpdesk performance metrics (e.g., ticket volume, response times, resolution rates). Scheduling engineers is a big part of role, some experience is desirable but not essential as we can provide training. Good geographical knowledge of the UK is a huge bonus Raising the orders for parts -liaise with purchasing department and engineers
Whilst we are looking for an experienced candidate we would also consider taking on an additional entry level to develop.

If it sounds like you -please apply!!

Job Types: Full-time, Permanent

Pay: 24,420.00-30,000.00 per year

Work Location: In person