Job descriptionPRS are currently looking for an immediate Helpdesk Administrator based in Dartford to work for a growing facilities company.
Receive and process calls / jobs on Concept
Raising and allocating works orders to the engineers and / or sub-contractors
Tracking job progress against pre-determined KPI's including maximum allowable response and rectification times and implementing escalation procedures
Managing Concept through the reactive job life in a timely and professional manner
Answer calls and respond or distribute business emails either on your personal or Helpdesk email inbox in a timely fashion.
Ensure all Reactive requests
Callouts or quoted works are raised on Concept with the correct priority / engineer assigned.
Liaise with Teams and Managers daily/weekly to ensure quality of service is maintained
Manage your team's engineers to ensure jobs are completed within SLA.
Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations
Communicate effectively and build/maintain relationships at all levels with internal and external customers
Embrace high performance culture and maintain high levels of ownership and accountability for all Helpdesk calls
Attend and participate in any relevant training courses Qualifications and Experience
Previous experience in similar role
Strong IT skills including Microsoft Office
Previous strong administrative experience in a busy environment
Excellent telephone manner, with strong communication and interpersonal skills
Experience in Helpdesk systems software