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  • Title:

    Helpdesk Coordinator

  • Location:

    Macclesfield

  • Salary:

    + Benefits

  • Contact:

    Amanda Taylor

  • Contact email:

    amtaylor@belcan.com

  • Job ref:

    JO0000022182_1626356372

  • Published:

    12 days ago

  • Expiry date:

    2021-08-14

  • Startdate:

    ASAP

Sitec - a Belcan company is seeking a Helpdesk Coordinator for a major and prestigious scientific and pharmaceutical client based in Macclesfield. This is a permanent role.

The Helpdesk Coordinator will be responsible for staffing the company's helpdesk, ensuring the highest level of customer care and service.

Facilities Management Helpdesk Coordinator.

The role of a Facilities Management Helpdesk Coordinator will be to receive incoming customer service requests, enquires and customer complaints & direct to appropriate areas of responsibility.

Main responsibilities:

  • Provide technical telephone assistance where appropriate.
  • Record, prioritise and assign tasks to the appropriate Support Engineers.
  • Monitor resolution of incidents and escalate or reassign where necessary.
  • Must be customer focused understanding their needs and meeting them, team working, working together to achieve a team result, aligned with the needs, priorities & goals.
  • Establish basic fault description.
  • To be flexible team member and to provide cover when required.
  • Trend analysis of reported incidents.
  • Monitor team performance, user satisfaction and SLA reporting

Personal Attributes:

  • Polite telephone manner and a positive attitude towards customer focus and care.
  • Well organised effective & orderly use of time & resources & applying a disciplined approach.
  • Coordination and organisational skills.
  • Ability to deal with people in a diplomatic and tactful manner.
  • Possess enthusiasm and ability to work under pressure with minimum supervision.
  • Ability to balance often conflicting priorities to ensure the highest level of customer satisfaction.

Skills Required:

  • Previous Helpdesk experience highly desirable
  • SAP-R3
  • Excellent communication & customer service skills
  • Team player
  • Good Keyboard Skills
  • Flexible
  • Good knowledge of Microsoft products advantageous

This vacancy is being advertised by Belcan.