Helpdesk Coordinator

Anderson Knight is recruiting for Helpdesk Coordinators for a well-established company based in Glasgow on various different shifts such as dayshift and backshift.

This role involves handling incoming calls from customers' stores, depots, and offices to register maintenance requests and document accidents and incidents. These calls undergo triage by the Helpdesk and are then assigned to the relevant resource for resolution within specified timeframes.

Dayshift & Backshift Shift Pattern:

• Dayshift is 5 days over 7 on rotation of the following start and finish times 07:00-15:00, 08:00-16:00, 09:00-17:00.

• Backshift is Monday to Friday 15:00 – 21:30 or 16:00 - 22:00.

Main Duties and Responsibilities:

• Accurately documenting received calls with comprehensive information to facilitate a first-fix approach to tasks. 

• Assigning appropriate priority levels to jobs. 

• Coordinating with technicians, contractors, and field managers to obtain updates and additional details on inquiries. 

• Collaborating with team members to share workloads, track progress on ongoing tasks, and provide feedback to customers. 

• Conducting customer satisfaction surveys upon job completion and identifying areas for improvement. 

• Handling incoming calls from the field.

Key Attributes and Skills:

• Demonstrate clear and concise verbal communication skills, adept at effectively utilising phone communication and possessing proficient typing abilities. 

• Exhibit strong listening skills. 

• Capable of managing high levels of activity while maintaining focus on the current call and necessary information for recording. 

• Possess a reasonable level of proficiency in MS Office. 

• Understand the importance of teamwork and actively contribute to shared learning within the team.

• Willingness to take direction from managers and flexibility in working hours to support service delivery. 

• Reliable and dependable, with the ability to identify and document issues as required.

Company benefits:

• 33 days (6.6weeks) paid holiday for a full-time contract.

• Free on-site parking 

• Subsidised canteen facilities & vending machines 

• Pension scheme – up to 5% matched contribution 

• Company-funded Healthshield cash plan. 

• Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more 

If you are ready to embrace this excellent opportunity, please forward your CV with confidence.