Helpdesk Administrator

To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users.

-To operate the incoming telephone Helpdesk system and email service in a professional and timely manner

-To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources

Main Duties

-Ensure the calls/emails are answered within SLA to meet our PI.

-Provide a high-level of customer support experience and drive overall performance.

-Issue the Work order relating to the calls/emails received to the respective Department in a timely manner and enter information relating to each call/email on the system, as required.

-To provide a communication point for the contract and disseminate information to all sites/staff, end- users and external stakeholders. In effect, act as a single-point of contact for all estate matters covered under contract or provide alternative POC.

-To follow-up the Customer Satisfaction Survey positive comments and scorings (raise compliments).

• Scrutinize system to provide updates to customers regarding work status, search for locations/assets etc. and effectively collaborate with other departments to resolve issues.

-To perform all tasks in line with Helpdesk processes (such as chase-ups, cancellations, general enquiries and others)

-Data interpretation and follow-up actions from various spreadsheets and internal processes.

-Filing and document handling as required

-To carry out ad-hoc requests as required

Experience in a Customer Service based environment.

• Experience working on MS Office.

• Team player - Ability to work independently and as a unit in a vibrant, fast-paced environment.

-Ability to work under pressure to meet deadlines/key targets.

• Excellent command of the English language, spoken/written.

• Capable of working under pressure to meet deadlines.

• Effective communication and problem solving skills.

• Flexibility and adaptability with a positive outlook.

-Great interpersonal skills.

-Take in instructions and advice and use to improve

-Attention to detail