Service Desk Administrator

Role: Permanent
Salary: £25,000/ANNUAL
Location: Buckinghamshire
Reference: 36778

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

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