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- Tasks: Support customers with technical issues and ensure quality service at the Help Desk.
- Company: Join a key client in Kingswinford, known for their innovative vending solutions.
- Benefits: Enjoy 25 days holiday, competitive salary, and a supportive work environment.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: 3 years experience in Horeca/vending support and strong communication skills required.
- Other info: Opportunity for site visits and exposure to new technologies.
The predicted salary is between 30000 - 42000 £ per year.
We are recruiting a Help Desk Advisor to work for a key client based in Kingswinford. The main purpose of the role will be to provide a professional and efficient support service to customers who are experiencing technical difficulties with our products.
The main duties will be:
- Ensure adequate staffing at the Help Desk and request assistance, to be arranged by the line manager, should this fall below the minimum level.
- Respond quickly and professionally to customer needs, following through issues and checking the advice given is adequate to provide a solution.
- Manage the balance of incoming calls, prioritising them to ensure quality advice is distributed effectively.
- Report persistent problems to the line manager to ensure quality standards are being met.
- Identify customer training needs for personnel using the Help Desk service.
- Ensure key results are achieved to meet targets and goals agreed by the business.
- Log all calls onto the data system to provide management data.
- Provide a monthly report collecting and summarising information defining the key activities for that period.
- Generate data on behalf of the Technical Help Desk to assist in the understanding of customers' training requirements.
- Inform the line manager of any competitor's product/price comparisons and technical activities, which will be added to the competitor comparison file.
- If required, attend site visits with a technical team member or on your own.
- Ability to take on new technology to support our future products.
Academic Qualifications/Experience
- Proven skills in electrical/mechanical disciplines.
- Experienced fault-finding ability with vending & Horeca equipment.
- Working in a fast responsive customer-facing environment.
Technical-Scientific Competence
- Knowledge of electro/mechanical vending equipment.
- Knowledge of H&S relating to Installation & Maintenance of Vending & Horeca equipment.
- Ability to communicate with customers at all levels.
- Ability to communicate with internal functions.
IT Competence
- JDE & Salesforce experience desirable.
- IT Microsoft Office Package Skills.
Minimum of 3 years Horeca / Vending Machine support desirable. Work as part of a fast responsive team. Flexible within the team. In return, the company will provide a highly stable environment to work within, full support with the products and a competitive salary and a full range of benefits including 25 days holiday plus stats.
Help Desk Advisor employer: Pertemps Dudley West Brom Perms
Contact Detail:
Pertemps Dudley West Brom Perms Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Advisor
✨Tip Number 1
Familiarise yourself with the specific products and services offered by the company. Understanding their technical aspects will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills, especially in a technical context. Practising how to handle difficult customer interactions can set you apart, as this role requires a professional and efficient support service.
✨Tip Number 3
Network with current or former Help Desk Advisors if possible. They can provide insights into the day-to-day responsibilities and challenges of the role, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on the latest trends in vending and Horeca equipment. Showing that you are knowledgeable about industry developments can impress your potential employers and highlight your commitment to the field.
We think you need these skills to ace Help Desk Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in technical environments. Emphasise any previous roles where you dealt with electrical or mechanical issues, as well as your ability to communicate effectively with customers.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Help Desk Advisor role. Mention specific skills that align with the job description, such as your fault-finding abilities and experience with vending or Horeca equipment. Show how your background makes you a great fit for the team.
Highlight Technical Skills: Clearly outline your technical competencies, especially any experience with JDE, Salesforce, or Microsoft Office. If you have knowledge of health and safety regulations related to installation and maintenance, be sure to include that as well.
Showcase Customer Service Experience: Provide examples of how you've successfully managed customer inquiries and resolved issues in a fast-paced environment. Highlight your ability to prioritise calls and ensure quality service, as this is crucial for the Help Desk Advisor position.
How to prepare for a job interview at Pertemps Dudley West Brom Perms
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of electrical and mechanical disciplines, especially related to vending and Horeca equipment. Be prepared to discuss specific examples of how you've successfully diagnosed and resolved technical issues in the past.
✨Demonstrate Customer Service Skills
Since the role involves providing support to customers, highlight your experience in fast-paced customer-facing environments. Share stories that illustrate your ability to respond quickly and professionally to customer needs, ensuring you convey empathy and effective communication.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might need to prioritise multiple incoming calls or manage persistent problems. Think about how you would handle these situations and be ready to explain your thought process.
✨Familiarise Yourself with Relevant Software
If you have experience with JDE and Salesforce, make sure to mention it during the interview. If not, take some time to learn the basics of these systems, as well as the Microsoft Office package, to show your willingness to adapt and learn new technologies.
