At a Glance
- Tasks: Manage help desk tickets and ensure timely resolutions for clients.
- Company: Join SPOR Group, a leader in innovative AV technology solutions.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Great chance to enhance your skills in a fast-paced, supportive setting.
- Why this job: Be part of a team transforming communication with cutting-edge AV tech.
- Qualifications: Experience in help desk roles and knowledge of ZOHO Desk required.
The predicted salary is between 29700 - 36300 £ per year.
We are an innovative workplace technology brand built to transform the way that organisations connect, collaborate and communicate on a global stage. Our specialist teams can reimagine your existing communications and deliver cutting edge technology solutions to match your needs and power performance. From concept and idea, through to design and managed installation, we are SPOR and we promise to deliver and impress.
About SPOR Group: SPOR Group is a leading provider of Audio-Visual (AV) integration solutions, serving a diverse range of global clients. With a commitment to innovation and excellence, SPOR Group delivers cutting-edge AV technology solutions tailored to meet the unique needs of each client.
Position Overview: We are seeking a dedicated and proactive Help Desk Coordinator with in depth knowledge of ZOHO desk to join our team at our London headquarters. The Help Desk Coordinator will play a pivotal role in ensuring the efficient management and resolution of tickets raised to our help desk, thereby contributing to the seamless delivery of AV solutions to our valued clients.
Responsibilities:
- Ticket Management: Serve as the primary point of contact for all incoming tickets raised to the help desk, ensuring timely and accurate logging of incidents and service requests.
- Prioritisation and Triage: Assess the urgency and impact of each ticket, prioritise accordingly, and escalate critical issues to the appropriate teams for resolution within pre defined SLA’s.
- Communication: Maintain regular communication with clients and internal stakeholders to provide updates on ticket status, troubleshoot issues, and ensure a high level of customer satisfaction.
- Resolution Coordination: Coordinate with technical teams to facilitate the timely resolution of tickets, ensuring adherence to service level agreements (SLAs) and quality standards.
- Documentation: Maintain comprehensive documentation of tickets, resolutions, and troubleshooting steps, ensuring accuracy and completeness for future reference.
- Continuous Improvement: Identify opportunities for process optimisation and service improvement within the help desk function and collaborate with relevant teams to implement enhancements.
- Training and Support: Provide guidance and support to end-users on utilising AV technology effectively, troubleshooting common issues, and maximising system performance.
Qualifications:
- Prior experience in a help desk or technical support role.
- Eligible to work in the UK - required.
- ZOHO Desk experience / knowledge core qualification.
- Strong communication skills, with the ability to effectively interact with clients and internal stakeholders at all levels.
- Excellent organisational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in ticketing systems and ITIL best practices is highly desirable.
- A proactive and customer-centric approach to problem-solving, with a commitment to delivering exceptional service.
Join our dynamic team at SPOR Group and play a pivotal role in delivering cutting-edge audio-visual solutions that captivate audiences and elevate experiences. If you have a passion for AV technology and a drive for excellence, we invite you to apply today!
Help Desk Coordinator employer: SPOR Group
At SPOR Group, we pride ourselves on being an innovative workplace technology brand that fosters a collaborative and dynamic work culture in the heart of London. As a Help Desk Coordinator, you will benefit from our commitment to employee growth through continuous training and support, while also enjoying a vibrant environment that encourages creativity and excellence in delivering cutting-edge AV solutions. Join us to be part of a team that values your contributions and empowers you to make a meaningful impact in the world of audio-visual technology.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SPOR Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SPOR Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SPOR Group:Your cover letter is your chance to shine! Tell us why you want to work at SPOR Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SPOR Group!
How to prepare for a job interview at SPOR Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
