Helpdesk Administrator
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Summary
Answers incoming calls and emails for an island-wide facilities helpdesk, capturing caller details, logging them in a Computer Aided Facility Management (CAFM) system, and issuing work orders to the right departments within SLA targets. The role centers on professional, customer-focused communication and accurate, timely record-keeping.
Job Overview
To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users.
To operate the incoming telephone Helpdesk system and email service in a professional and timely manner
To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources
Main Duties
Ensure the calls/emails are answered within SLA to meet our PI.
Provide a high-level of customer support experience and drive overall performance.
Issue the Work order relating to the calls/emails received to the respective Department in a timely manner and enter information relating to each call/email on the system, as required.
To operate a professional, courteous and customer focused island-wide intelligent Helpdesk function, providing good communication and feedback to the client and end-users.
To operate the incoming telephone Helpdesk system and email service in a professional and timely manner
To extract from the caller all relevant details, including technical, to enable through the Computer Aided Facility Management system to allocate the correct resources
Main Duties
Ensure the calls/emails are answered within SLA to meet our PI.
Provide a high-level of customer support experience and drive overall performance.
Issue the Work order relating to the calls/emails received to the respective Department in a timely manner and enter information relating to each call/email on the system, as required.