Service Desk Administrator

Reports To: Service Desk Team Lead

Location: Buckinghamshire - this is an office-based role so you must live within a reasonable commutable distance to the office.

Do you want to work for one of the leaders in their field? This is a company that operates at the highest levels and works with first class clients in the UK and across EMEA. We are now looking for 2 highly motivated and driven Service Administrators to join this successful team. Details below.

Key areas of responsibility:

• Log incoming calls for service support via phone and email on Smartserv system.
• Helping to schedule engineers time and service visits via PDAs working with the rest of the team to achieve the best use of available working hours.
• Ordering spare parts required for call backs and ensuring these are delivered to site/relevant engineer for call completion.
• Managing Preventative Maintenance visits with both clients and engineers.
• Provide completion paperwork for Preventive Maintenance (PM) visits and resolve any follow up calls.
• Creation and supply of relevant RAMS documentation where required.
• Liaising with (Local Service Providers) LSPs in EMEA and Asia Pac to attend overseas calls. 
• Logging LSP invoices on Smartserv for calls they have completed.
• Liaising with sales team to provide service work quotes where applicable.
• Co-ordinating with installation project managers where engineering shortages/specialist skills are apparent/required.
• Provide weekly/monthly updates on o/s calls to major customers.
• Invoicing.
• Organise workload to meet set objectives and KPI.
• Working on customer portals.

Essential Behaviour and Personality Profile:

• Attention to detail and accuracy in call logging/reporting.
• Good telephone manner.
• Good customer service skills and positive outlook.
• Can build close relationships and liaise at all levels both internal and externally with clients.
• Eye for detail – attention to detail and accuracy in call logging and reporting.
• Able to adapt and stay calm under pressure deadlines; coping with multiple demands and respond with appropriate urgency to situations and events that require quick response or turnaround.
• Well organised, strong planning skills and prioritising ability.
• Team player.
• Effective communication skills.
• Capable of using own initiative to facilitate workflow to make good, timely decisions.

Salary:

£24K - £27K DOE

Benefits