Job Description

Role:

Full time position to act as the primary point of contact for all internal and external clients 24/7 365 days a year; inputting fault requests onto the Helpdesk systems, keeping all job notes up to date and liaising with relevant local offices for updates if required. Acting as the main switchboard, transferring calls to other departments or offices. Booking all travel requirements for FES employees, providing travel invoices to the accounts team monthly.

Reporting to the Helpdesk Manager, you will be responsible for:

Key roles and responsibilities

Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.

Answering all phone calls within a specified time frame, extracting information from the caller to enable you to deal with the call in the appropriate manner. Providing a primary contact point to all clients, escalating issues to supervisory and Managerial level as appropriate.

Participate in relevant rota arrangements, covering various shifts between 7am and 7pm. Including a 1 in every 4 weeks weekend shift. Availability to provide cover to ensure adequate staffing is available at all times, to deliver the helpdesk 24/7 service.

Booking all internal travel requirements, including but not limited to flights, trains, hotels, ferries. Inputting all information onto an in-house travel system, keeping this up to date and correct.

Ensuring all invoices for travel booked are provided, in a timely manner. Requesting them if not.

Liaise with the Operational Team(s) in order to handover, progress, update, resolve, close out customer issues; whilst providing feedback at all key stages to all.

Assist with collation of Management Reporting as and when required.

Liaise with on call engineers out of hours, passing over emergency work.

Participate in the development of and roll out of Helpdesk processes. Updating where and when required.

Carry out general administration duties as and when required.

Key Person Criteria:

Excellent communication skills, including verbal and the written word

Decision making and problem solving skills

Strong customer facing skills

Analytical skills

Planning and organisational skills

Demonstrable commitment to team working

Ability to work on own initiative

Administrative skills with strong attention to detail

Familiarity with MS Excel

Proactive and flexible team player and active participation in shift rota.

Must be flexible to work across all shift patterns on the Helpdesk Service.

This is not intended to be an exhaustive or exclusive list of duties.

These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular, the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working.

This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.

Job Types: Full-time, Permanent

Benefits:

Company pension On-site parking Private medical insurance Sick pay
Schedule:

Day shift Monday to Friday Night shift Weekend availability
Work Location: In person

Reference ID: FFM0837