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Helpdesk Coordinator

Job Title: Helpdesk Coordinator
Contract Type: Permanent
Location: Macclesfield, Cheshire
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 1805-3_1526892299
Contact Name: Ashley Henson MIRP
Contact Email: ashley.henson@sitecgroup.com
Job Published: May 21, 2018 09:44

Job Description

Sitec is seeking a Helpdesk Coordinator for a major and prestigious scientific and pharmaceutical client based in Macclesfield. This is a permanent role. The Helpdesk Coordinator will be responsible for staffing the company's helpdesk, ensuring the highest level of customer care and service.

Facilities Management Helpdesk Coordinator

The role of a Facilities Management Helpdesk Coordinator will be to receive incoming customer service requests, enquires and customer complaints & direct to appropriate areas of responsibility.

Main responsibilities:
* Provide technical telephone assistance where appropriate.
* Record, prioritise and assign tasks to the appropriate Support Engineers.
* Monitor resolution of incidents and escalate or reassign where necessary.
* Must be customer focused understanding their needs and meeting them, team working, working together to achieve a team result, aligned with the needs, priorities & goals.
* Establish basic fault description.
* To be flexible team member and to provide cover when required.
* Trend analysis of reported incidents.
* Monitor team performance, user satisfaction and SLA reporting

Personal Attributes:
* Polite telephone manner and a positive attitude towards customer focus and care.
* Well organised effective & orderly use of time & resources & applying a disciplined approach.
* Coordination and organisational skills.
* Ability to deal with people in a diplomatic and tactful manner.
* Possess enthusiasm and ability to work under pressure with minimum supervision.
* Ability to balance often conflicting priorities to ensure the highest level of customer satisfaction.

Skills Required:
* Previous Helpdesk experience highly desirable
* SAP-R3
* Excellent communication & customer service skills
* Team player
* Good Keyboard Skills
* Flexible
* Good knowledge of Microsoft products advantageous

This vacancy is being advertised by Sitec.

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