Help Desk Administrator

Location
Brighton, East Sussex
Salary
Competitive
Posted
15 Jul 2019
Closes
12 Aug 2019
Contract Type
Permanent
Hours
Full Time

KSD Support Services Limited is one of the fastest growing, privately owned, building maintenance and facilities management support services companies in the UK.

Description:

You will be based within the helpdesk team to assist in providing clients with a high standard call out service and provide administrative assistance to our Contract Managers. The role offers you the opportunity to develop skills and knowledge that will enable you to deliver excellent service and an outstanding customer experience.

Headline elements of the post:

•   To assist with and manage all aspects of the Helpdesk systems required by the various KSD contracts

•   This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and KSD requirements

•   Ensuring customer service is timely and accurate on a daily basis

•   Supporting the efficient operational delivery of KSD works

Skills, Knowledge and Abilities Essential

•   Be able to receive and action direct telephone, email requests for service in accordance with the Helpdesk procedures

•   Good interpersonal skills answering calls in a professional and personable manner

•   Customer service experience

•   A problem-solving attitude

•   Proficient in the use of IT platforms, Outlook, Word, Excel

•   Minimum of 2 years’ experience working in a customer centred service organisation

•   Suitable and appropriate level of experience to understand written instructions and be numerically competent for the role

•   Promoting  the  highest  standards  of  personal  appearance  and friendliness

•   Excellent communication, time management and organisational skills

•   To be able to monitor and record the response of KSD technicians to Helpdesk requests and to ensure customer satisfaction with the service

•   Flexibility and adaptability to changing workloads

•   Able to work in a high volume, transaction driven environment

Key Responsibilities

Your key responsibilities are detailed below. KSD may however require additional responsibilities to be absorbed within reason to meet business demands.

•   Ensuring clients receive requested products and services in a timely fashion

•   Coordinate with staff members ensure consistent service

•   Maintain comprehensive records of activity with the clients and contribute to reporting on that activity for KSD

•   Ensure customer service is timely and accurate

•   Contribute to improving customer support by actively responding to queries and handling complaints

•   To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner

•   To carry out all reasonable tasks that may be requested from time to time by the client or KSD managemen

•   To uphold and promote the good name of KSD at all times

Working Days: Monday to Friday

Working Hours: 8.00am-5.00pm

Salary: Competitive

Should you wish to apply for the above position, please submit your CV to HR@ksdgroupltd.com

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