Evening Helpdesk Administrator

Full time position to act as the out of hours primary point of contact for all internal and external clients 24/7 365 days a year; inputting fault requests onto the Helpdesk systems, keeping all job notes up to date and liaising with relevant on call engineers to pass over OOH emergency or urgent work. Assisting our accounts team with processing invoices

Reporting to the Helpdesk Manager, you will be responsible for:

Key Duties & Responsibilities

• Responsible for delivery of all aspects of the helpdesk service ensuring compliance and confidentiality.
• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.
• Participate in rota arrangements 4 on / 4 off to ensure adequate staffing cover is available at all times, to deliver the helpdesk service from 7pm to 7am. Availability to provide cover to ensure adequate staffing is available at all times, to deliver the helpdesk 24/7 service.
• Provide a primary contact point to all clients, using escalation processes as appropriate.
• Assist in the processing of Purchase invoices.
• Assist with collation of Management Reporting as and when required.
• Liaise with on call engineers out of hours, passing over emergency work
• Participate in the development of and roll out of Helpdesk processes. Updating where and when required
• Carry out general administration duties as and when required., These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working.

This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.

Do you have experience in Organizational skills?, * Excellent communication skills, including verbal and the written word

• Decision making and problem-solving skills
• Ability to manage own workload and work on own initiative
• Strong customer facing skills
• Analytical skills
• Planning and organisational skills
• Demonstrable commitment to team working
• Administrative skills with strong attention to detail
• Familiarity with MS Excel
• Proactive and flexible team player and active participation in shift rota.

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.