Helpdesk Event Co-Ordinator

3 days left

Recruiter
Undisclosed Company
Location
Berkshire, Bracknell
Salary
£23000 per annum + Benefits
Posted
14 Sep 2016
Closes
28 Sep 2016
Ref
CD2773
Sector
IT
Job Type
Permanent
Hours
Full-time
Manpower are currently recruiting for an Helpdesk Event Co-Ordinator within our client's Event Management Team - an on-site delivery specialist for multi-vendor products and services.

Responsibilities will include; acting as a single point of contact, for monitoring incidents during their life-cycle through Incident Management endeavouring user's service is resolved as quickly as possible. This will include in depth event management and timely updates in to the customer

It should be advised that the applicant will take responsibility for one client account within the solution centre which will normally deal with differing accounts.

The successful candidate will work with our client's Solution Centre Management team to ensure calls flow through the call centre effectively ensuring SLA delivery; this will require you to monitor call progression through the Solution Centre and escalate to relevant teams but also act as the initial escalation point for the customer. Hours of work will be covering Mon-Fri 08:00 - 18:00 and Sat & Sun 09:00 - 17:15 (37.5 hrs PW)

Responsibilities will also include:

Dealing with incoming phone calls and making outgoing phone calls
Providing full event management of all multivendor cases regardless of delivery method
Proactive management of problematic cases and management of low level escalations
Ensure successful escalation to Management and provide support to the team in the Manager Review and Escalation process
Excellent Knowledge of Microsoft Office (Word, Excel, Outlook, & Internet Explorer)
Update and contribute towards the SharePoint knowledgebase
Communicate professionally with Customers and Engineers
Communicate professionally with internal departments and external suppliers
Provide guidance, support and in-depth training for team members
Maintain excellent rapport with colleagues, engineers and Service Delivery Managers
Assist with solving logistical problems
Review and analyse reports received from the client providing feedback to individuals or manager when required
Represent the Solution Centre at non customer-facing meetings, SDM meetings and conference calls
To provide internal and external (customer) reporting
To represent 'delivery' to both Account Team and SDM
Alert account team of potential service issues
Co-ordinate service improvement plans or responses to queries raised by delivery teams
Ensure PER's are provided for failed cases
Assist with raising quotes for chargeable cases
Ensure relevant mitigation is applied where needed

We will look for candidates owning:
Excellent Customer Service Skills
Intermediate PC skills
Intermediate MS Office skills
Intermediate MS Outlook skills
Intermediate Internet skills

Personal skills we will look for include:
Problem Solving
Escalation Management
Time keeping
Multitasking
Prioritising
Self-motivating
Proactive use of initiative
Planning & preparation
Organised
Professional behaviour
Telephone etiquette
Negotiation
Good communicator
Adaptable
Customer focused

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience.

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