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Helpdesk Operator X2

  • Location: Birmingham, West Midlands
  • Sector: Civil Engineering & Infrastructure
  • Position: Administrator
  • Salary: £19000 per annum + OTE £23,000 PA (Shift Allowance)
  • Job type: Permanent
  • Job reference: Helpdesk Operator X2_1499077230
This vacancy has now expired.
Job description

A great opportunity has arisen for a client focused individual to work as a Coordinator within my clients Central Service Control (CSC), located in their Birmingham City centre office.

The CSC has been operational since 2005 and initially delivered a full range of services for the Highways Sector. Within the last 3 years, the work of the CSC has increased across many Operating Units. As an essential part of the business the CSC is relied upon to assist in all contingency plans and provide a continuous 24/7, 365 operations service to both an internal and external client base.

Role Profile

You will be working within a team as an integral part of the CSC and will be responsible for all customer interaction by telephone, and recording accurate data into bespoke systems. You will be recording incidents and occurrences, involved with onward reporting and responsible for the continual monitoring of live events.

Working Environment
  • Working Pattern: 12 hour shifts on a six week rota 07:00>19:00 & 19:00>07:00 (enhancements payable for unsociable hours worked)
  • Mondays off
  • Great team spirit
  • Central location easily accessible by public transport
  • Quality orientated control room

Main Duties & Responsibilities
  • Receiving phone calls from engineers, contractors and other external agencies
  • Data capture into the bespoke computer systems
  • Proactive monitoring and reporting on events and incidents
  • Handling of inbound and outbound calls
  • Simultaneous system operation
  • Ensuring all data entry is accurate
  • Generating reports for clients and management

Essential Criteria

You will have a good understanding of control room / help desk environments and understand the process of call taking, data recording, assigning engineers and contractors to the jobs (and monitoring) to ensure completion is carried out at the very highest of standards. Common sense is crucial, whilst the ability to adapt and manage multiple calls is essential. Experience of customer service and a good telephone manner is paramount for this role.

You will receive 3 months training to gain a good understanding of the systems and you will work alongside an experienced coordinator to assist you with your competency and development.