Job Description
The role of service desk operator is to provide day to day support for both customers as well as all internal departments. The role requires a proactive individual who is a great communicator and highly organised.
Working closely with the service desk manager you will ensure a smooth and efficient service desk operation is provided to all UK customers. Primarily ensuring that accurate information regarding service visits from the field service team is communicated to the customer as well as the field team.
A proactive individual who learns quickly and is highly adaptable is essential for this role given the fast-paced nature of the business.
The role is to include, but not limited to: -
Service Duties & Responsibilities
Answering calls from customers and directing them as per there enquiry.
Logging customer calls on to the service desk system via telephone calls and email.
Liaising with the field service team about new and existing calls.
Working with the service desk manager to provide and execute the daily list of priority calls for the field team.
Allocation of service calls to engineers.
Ensuring accurate records are kept on the service desk system in relation to call updates.
Communicating with customers on ETA’s from the field service team.
Update all calls with the relevant information about the dispatch of spare parts to customer sites.
Working with the field team and stores department to organise quotes for required works at customer sites.
Updating customers own service desk portals with accurate information relating to service calls.
Closing service calls on the system after engineer attendance and ensuring that the accurate information is provided to ensure work is charged accordingly.
Keeping accurate information on all works so that it can be used for reporting purposes by both the service team and sales teams.
Ensuring all company assets are kept up to date with accurate information on the service desk system.
Provide accurate information to HR regarding engineer rotas to ensure payroll is correct.
Accurately add all information regarding installation work on to the system.
Ensure any ad hoc service requests added to the system.
Skills :
Excellent communication and service skills.
Accuracy with excellent attention to detail.
Be able to take ownership of own workload.
Good working knowledge of MS Office especially Excel and Outlook.
Have good time management skills.
Be able to work on own initiative and as part of a team.
Flexible and eager to learn