Help Desk Operator

KSM on behalf of its client, a dynamic company with activities including energy services, technical maintenance, and maintenance of buildings, is looking for a
Help Desk Operator

Location: Athens

Main Responsibilities / Duties Include

  • First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail.
  • Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs).
  • Understand, identify and apply the SLA for each service request and set expectation with customer.
  • Sort and dispatch calls to engineer, sub-contractors and site managers based on the correct skills sets, geographical location and service delivery arrangements.
  • Re-plan/assign as required to manage workload and priorities of response.
  • Meet SLA targets and respond to customer demands.
  • Prioritize urgent jobs and plan and dispatch operative/sub-contract support to meet urgent demand.
  • Organize planned maintenance for engineers, sub-contractors and site managers.
  • Raise purchase requisition and/or purchase orders to the value not exceeding agreed limits.
  • Collate accurate and punctual regular reports as required
  • Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
  • Analysis of job history/running reports to avoid duplication.
  • Promote customer feedback and surveys.
  • Administration duties.

Qualifications

  • Engineer degree (optionally Electrical, Mechanical degree)
  • 2 years minimum work experience in a similar position (eg. phone customer service e.t.c.)
  • Computer literate with the ability to use all Microsoft applications to a high standard
  • Able to use Microsoft package inclusive of Word, Excel, Power BI, OFFICE 365
  • Good verbal and written communication skills
  • The ability to work on shift as part of a team or individually

 

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