Helpdesk Operator

We are looking for a proactive and customer-focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast-paced environment, communicates clearly, and is committed to delivering excellent service., + Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may escalate.

• Work in line with established processes and procedures.

• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.

• Demonstrate strong attention to detail when gathering and inputting information.

• Maintain a clear, professional, and confident telephone manner.

• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.

• Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.

• Identify potential areas for improvement and report them to the Team Leader.

• Remain flexible and adaptable to change within the role. Essential Skills & Experience:

• Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.

• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).

• Confident keyboard and data-entry skills.

• Knowledge of computer databases and their applications.
• NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
• Experience working with KPIs and performance metrics in a similar environment.
• Basic proficiency in Microsoft Word and Excel.

Sodexo's Business Support segment sits at the heart of our organisation, providing the essential services that keep our operations running smoothly and efficiently. As a central function, Business Support brings together a diverse range of specialist teams - including our technology and digital services - to deliver the systems, processes and expertise that enable Sodexo to thrive. From driving innovation to ensuring seamless administrative, commercial and operational support, the Business Support segment plays a critical role in strengthening performance across all parts of the business. Joining this segment means becoming part of a collaborative, solutions-focused environment where your work directly contributes to the success of our people, our clients and the communities we serve. For further details regarding our Sodexo benefits please see attached. Ready to be part of something greater? Apply today! About The Company At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all.As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services. We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity.We're an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves.We recognise that we're on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.