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Helpdesk Operator

Company: Resource Direct Recruitment Ltd    Location: Glasgow

Helpdesk Operator - Fantastic Salary - Shift´s involved including shift allowance.

General Overview

  • To deliver a professional helpdesk service to all users.
  • To build relationships with site maintenance teams to effect completion of works within SLA’s
  • To identify and highlight tasks where extensions of time are required to avoid financial penalty
  • To gain and share knowledge with colleagues and increase understanding of key deliverables of contracts
  • To build relationships and liaise with sub-contractors to effect completion of works within SLA’s
  • To provide accurate, timely information and reports to site maintenance teams, clients and other key personnel as required
  • To grow business reputation and longer term business opportunities through effective client relationship management and customer service excellence
  • To engage in all systems and procedures required for the effective delivery of contracts
  • To escalate trends and issues across all helpdesk and admin activities, and as specified, to the Helpdesk Supervisor to aid the improvement of efficiencies and profitability within contracts
  • To manage the relationship between completed works and goods received and the timely receipting of purchase orders
  • To resolve invoice queries in a timely manner
  • To provide comprehensive admin support in agreed formats to the contracts
  • To liaise with all departments to ensure the effective delivery of all aspects of contracts
  • To ensure all messages, telephone, email, other, are recorded and communicated accurately and in a timely manner
  • To ensure all project-related documents are filed correctly in hard-copy and electronic filing system as appropriate
  • To provide hospitality to management and visitors as required and as appropriate
  • To process incoming and outgoing mail in a timely manner
  • To highlight and undertake training required to fulfil role and meet business KPIs
  • To undertake additional duties, where required, to meet business development needs


Qualifications or Required Experience:
  • Proven experience in a professional customer services environment.
  • Enthusiasm, flexibility and team-working skills.
  • Ability to establish priorities, work independently, and proceed with objectives without supervision.
  • Ability to work well under pressure in a fast moving and challenging environment.
  • Excellent PC skills to include Outlook, Word and Excel.
  • Proven written and verbal communication skills including a high level of accuracy and attention to detail.
  • Experience of Helpdesk Module or other CAFM System. (Preferred but not essential).
  • Clear understanding of Helpdesk systems. (Preferred but not essential).
  • Disclosure Scotland (or equivalent) at Basic level. (We will fund at verbal offer stage).