Job Ref: 215845637

Date: 2022-02-17 20:38:30

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Service Desk Co-ordinator

Cressex Business Park

£26,000 – £28,000 per annum

Permanent, Full-time

This role is 100% service desk scheduling.

Service Desk duties = This person will be mainly office based and will take calls/emails from customers, investigate the fault, empathise, schedule an engineer in line with service level agreement, relay the cost back to the customer and log the entire process on CRM system. Although you do not need to be terribly technical, you are needed to wrap that customer in cotton wool, tend to their every need and go that extra mile that you would not normally expect from a typical service desk.

Typically the calls do not drip feed in, you may have 10 in one hour and scheduling in engineers under pressure can be stressful at times. Must have someone calm under pressure.

You will be working in a pair with the Technical Services Director in their Virtual Network Operations Centre, some engineers work on site and others are in the field.

The key strength that the employee needs is to be very organised. There are fixed call out times on Service Level Agreements and if these are breached, there are financial penalties so scheduling the right engineer to the right call out with the right skills and within the service level agreement is absolutely key. Anyone who has worked in a team, run a desk and made decisions on their own and can understand technical terminology would be ideal.

Also these calls are sometimes difficult, customers are not happy when their system is not working, and empathy and a clear understanding of their fault, is very key to this situ.

ESSENTIAL SKILLS/QUALIFICATIONS

1. Required

Successful candidate must demonstrate the following skills and experience:

Possess excellent interpersonal skills and

communication skills

Ability to coordinate multiple scheduling over different

time periods

Meticulous and proven organisational skills

Creative and innovative skills

Flexible and able to multi-task under pressure

Ability to negotiate and persuade to meetgoals

Attention to detail and methodical in recordkeeping

Demonstrate a high level of empathy with customers

Be well spoken and polite at all times

Be confident in handling particularly difficult calls

2. Ideally worked within a customer service centre for a high end product or worked with high net worth individuals.

3. Minimum 3 years office based customer service (high level) experience.

4. Must live within a 10 mile radius of High Wycombe

5. Must be happy with an 8:30am start to 5:30pm and to be telephone based for most of the day

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