Help Desk Administrator

  • Permanent
  • London
  • Salary: £ 26000.00 per annum
  • Job Reference: JS/HQ00011977
Help Desk Administrator
Location: Central London
Salary: up to £26,000 (depending on experience
Our client is an agile, attentive and innovative organisation, specialising in delivery of high-quality cleaning services to some of the most prestigious buildings in London.  They are constantly developing market initiatives, not reacting to them and recruit, retain and develop top quality people at all levels of their business. As evangelists for service quality and attention to detail, delivered with a proactive, 'can do' attitude they behave and perform differently from other companies – placing their customers, colleagues and technology at the heart of our business.  To be the best at what they do and deliver better services than our competitors, they must continually raise the bar.  The Help Desk function within the organisation is vital to the service delivery and efficiencies of their teams providing second to none support.
The Help Desk Administrator will:
  • Meet operational objectives, work to best practice and drive continuous improvement.  
  • Build and maintain strong relationships with operational Directors and key stakeholders.  
Duties & Responsibilities:
  • Responding and assisting with the management of the Help Desk Service, ensuring all communications with the Help Desk are logged, actioned updated and responded to within the service level agreement.
  • Liaising with service partners to ensure tickets are actioned when appropriate.
  • Ensuring that the Service Desk is always updated and relevant.
  • Obtain Quotations when required and as directed.
  • Maintaining and updating the client, contacts and properties information in FreshWorks.
  • To provide general administrative assistance as assigned by the Help Desk Team Leader.
  • To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc.
  • To carry out duties to a satisfactory standard, following correct procedures and within agreed/set timeframes.
  • To undertake and adhere to all staff training as instructed by the Help Desk Team Leader
    • To ensure any customer interaction is an excellent experience for.
    • Attend and be actively involved in one to one and/or group training/meetings to ensure engagement and full commitment to new ways of working and expectations, and adherence to agreed standards for tasks and targets.
    • Assist with promoting a strong customer focus within the team and the business.
    • Adhere to the service level agreements for the Help Desk team, this will be feedback and monitored through key performance indicators.
    • Work to set performance standards which will be monitored through FreshWorks, to provide statistics on team and individuals performance, covering call times, response times and call and email volumes.
    • Work with the Help Desk Team Leader to deliver a high level of customer service to our Stakeholders.
    • Work to agreed KPI's, standards and procedures.
    • Support improvements and development.
Experience / Skills:
  • Demonstrate previous experience in similar role or have proven strong administration skills
  • Experience of using FreshWorks or similar system
  • Excellent communication skills at all levels
  • Prioritisation skills
  • Team Player
  • A flexible and adaptable approach
  • Calm, meticulous and organised
  • Stakeholder management abilities
  • Strong IT skills including Microsoft Office
  • Excellent telephone manner, with strong communication and interpersonal skills

Start Date: 01 May 2019