At a Glance
- Tasks: Manage helpdesk operations, prioritise urgent jobs, and ensure top-notch customer service.
- Company: Join a dynamic team in a hybrid work environment.
- Benefits: Competitive salary, flexible working hours, and opportunities for career growth.
- Other info: Fast-paced role with a focus on teamwork and customer satisfaction.
- Why this job: Be the go-to person for solving problems and making a real difference.
- Qualifications: Strong organisational skills and experience with CAFM systems preferred.
Employment Type – Temp to perm
Hours – 40 hours per week Hybrid
Salary - £30,000 per annum
The Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults.
Responsibilities
- Cover the helpdesk in the absence of Helpdesk Operative
- Vetting service requests received via CAFM system.
- Analysis of job history/running reports to avoid duplication.
- Ordering parts required for the job.
- Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
- Plan/Coordinate work for current and next day.
- Escalate any complaints or issues as required.
- Ensuring Reactive Work to Additional Work process is followed.
- Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the CAFM system.
- Collate and Submit SLA extension requests to the client.
- Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times if covering the Helpdesk.
- Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)
- Ensure compliance with statutory and company procedures across all functions.
- High attention to detail on all work submitted.
- Contribute to reducing levels of customer complaints.
- Undertake other duties as directed by management.
Skills & Experience
- Exceptional organisational skills.
- Ability to handle conflicting workloads and to work under pressure.
- Strong communication skills in both telephone and correspondence/report handling.
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
- Ability to develop effective relations with key stakeholders including management and customers.
- Ability to set and achieve targets via effective engagement with stakeholder groups.
- Experience in using CAFM system or asset management system.
- Rounded educational background and strong knowledge of Microsoft 365 systems.
Helpdesk Administrator in London employer: Infinitive Resources
As a Helpdesk Administrator, you will thrive in a dynamic and supportive work environment that values collaboration and innovation. Our hybrid working model allows for flexibility, while our commitment to employee development ensures you have ample opportunities for growth and advancement. Join us and be part of a team that prioritises exceptional customer service and fosters a culture of excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Administrator in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Infinitive Resources.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Infinitive Resources. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Helpdesk Administrator in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Infinitive Resources.
How to prepare for a job interview at Infinitive Resources
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Infinitive Resources's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Infinitive Resources offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
