Job Description

Our client, one of the UK’s leaders in providing innovative construction and engineering solutions for clients within a variety of sectors including Retail, Health, Education and Commercial, now has an immediate need for a Senior Helpdesk Advisor to join the current team in their Glasgow office.

Main Purpose of Role:

• To support the Helpdesk Team Leader with monitoring and managing new calls with a focus on accuracy and response times.
• To ensure that the team are following customer specific and company processes and procedures and where necessary highlight areas of improvement for all concerned.
• In the absence of the Team Leader, manage colleague performance and attendance.
• Assist in the smooth effective communication within the team.
• Carry out set projects to demonstrate ability to progress, along with assisting the progression of others.

RESPONSIBILITES:

• Assist in managing the team’s daily performance.
• To liaise closely with Engineers / Contractors / Suppliers in order to ensure all KPI’s are met.
• To take ownership of customer problems.
• Reward good performance.
• Assist with any admin work required in the team.
• Visibly demonstrate enthusiasm and positive behavior.
• Attend training courses as and when necessary.
• To develop and motivate team spirit.
• Carry out any other reasonable request or instruction from the Helpdesk Team Leader or Supervisor.

Required Knowledge, Skills, and Abilities

Candidates must be strong communicators. Strong IT skills including being a competent user of Excel and the ability to work across multiple applications simultaneously. Strong customer service skills. Able to develop strong working relationships with colleagues. Flexible and adaptable to change in a fast-moving environment. Ability to retain information received and reproduce accurately. Ability to work under pressure whilst carrying out multiple tasks.