Helpdesk Administrator

Your new company
Hays are working with a large international business based in Telford who are looking for a Helpdesk Administrator on a permanent basis. This is an excellent role.
Your new role
As a Helpdesk Administrator , you will be responsible for all customer service-related correspondence and escalation management. Ensuring seamless flow of inbound and outbound logistics from point of creation to delivery to ensure customer satisfaction. Drive customer experience activities for service to enhance awareness and improve customer excellence.

• First point of contact for customer service activities.
• Respond to customer enquiries in a timely manner and communicate as required within agreed SLA's.
• Analyse and prepare all SLA reporting data on request.
• Monitoring of key accounts SLA data to proactively spot trends and escalate as required.
• Consolidate and monitor all service tickets to completion..
• Educate & support customers and key partners.
• Drive customer awareness of service-related tools and additional services working closely with GTC marketing team.
• Proactively obtain customer feedback for all service-related touch points, consolidating feedback into the management team with areas of recommended improvement.
• Support Helpdesk with analysing completed work orders and progressing onto relevant status.
• Responsible for helpdesk email inbox.
• Liaising with couriers.
• Maintain waiting arrival and return shipping KPIs in tracking sheet daily.
• Responsible for credit account applications relating to repair activity.
• Lost and stolen management with customer / courier to ensure swift resolutions, all details recorded in the tracking sheet

What you'll need to succeed

• 3 years' experience within the service / IT environment
• Experience on supporting multinational enterprise accounts
• Advanced skills in standard Microsoft Office packages essential
• Language - English plus another European Language would be an advantage but not essential

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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