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Temporary Helpdesk Operator
Job Title Helpdesk Operator
4 months assignment with a possible extension
£11.50 per hour (paid weekly)
Facilities Managements purpose is to manage the day to day issues that arise around station assets. FM source, maintain and upgrade station assets as and when necessary. Forecasting asset life spans and working to obtain value for money and using up and coming technology to do so.
Brief Description
Provide an efficient and effective general administrative support service to internal and external customers. The administrative support you bring will make all areas of work progress smoothly from receiving and recording faults from various contact sources, to processing, progressing and issuing permits.
About the role (Internal)
As a Helpdesk Operator, you will act as the first point of contact for all fault related issues ensuring strong and accurate customer focused skills are utilised at all times. You will own through to resolution all incidents and queries that come through to you, making sure the customer is fully updated at each step of the process. Working smartly, you will utilise all departments available to you in order to mitigate any potential or future business impact on the customer.
Key Accountabilities
1. Provide effective first level support for all business related issues and Second line support to customers logging 'How do I?' calls relating to certain standard applications
2. On behalf of customers, own and manage incidents and issues through to completion
3. Accurately log, assign and update call records with all of the relevant information and track through to closure.
4. Adhere to processes relevant to each issue to meet the business need and to minimise business impact.
5. Notify, through escalation, all protracted issues or process failures to the line manager.
6. Responsible for raising user awareness of basic software skills and best practice methods in the use of standard Network Rail software and hardware tools, to improve overall productivity and reduce the number of issues raised.
Do you have?
* Ability to understand customer requirements and determine support requirements?
* Excellent customer service skills?
* Do you have attention to detail, are you methodical and organised?
* Able to work well within a highly disciplined team under pressure?
* The ability to prioritise competing issues?
Are you?
* Proficient in the use of Windows 10, MS Outlook, Word and Excel? Desirable: used Concept Evolution
Please Note: This role consists of a 35 hour working week, spread over varied shift pattern and own transport is desirable as public transport is limited.
This is not an IT Helpdesk position.
