Helpdesk Coordinator

About us:

Pointer is a values driven organisation which is celebrating its 50th year in 2022. It is a specialist electronic security and fire detection integrator employing 160 colleagues across the UK, with annual revenues of £17,000,000. We pride ourselves on delivering excellence to all our customers, many of which are blue chip. Delivery of excellence stems from our colleagues who are our greatest assets.

Many of our colleagues are long serving, often having started as part of our long-running apprentice scheme. Our culture is based on trust, respect, empowerment, engagement and customer focus.

We are an IIP Gold accredited organisation with aspirations to be Platinum accredited within the next 2 years.

Pointer Limited is an equal opportunities employer and we abide by the Equalities Act 2010.

Role Purpose:

• To provide day-to-day co-ordination of incoming emails and telephone calls to the helpdesk.
• Support Helpdesk and Engineering team meet challenging customer KPI’s.

Role Responsibilities & Major Activities:

• Monitoring and action all incoming emails to the helpdesk
• Answering incoming calls and action
• Liaise with helpdesk team to ensure we meet customer kpi
• Support Engineering Manager / Supervisors when required
• Up-date customer portals with Reactive and Maintenance information daily
• Arrange accommodation for engineering team when required
• For holidays and absence, cover duties for Reactive and Maintenance Planners UK Wide

Qualifications and Experience:

• Excellent IT skills. (Service Management Systems Experience)
• Knowledge of working with simPRO preferred but not essential
• Must have previous helpdesk experience including planning
• Good knowledge of the UK
• Good customer services experience and excellent communication skills
• You will have experience organising workloads, be able to respond quickly to changing priorities and often under pressure remain focused and able to meet deadlines.

Skills and Behaviours:

• An excellent and engaging communication style
• Customer centric
• A problem solver
• Proactive, resilient and a team-player
• An ambassador for the Pointer brand
• Curious and passionate about continuous improvement
• Team player, can also work on own initiative
• Responsible, level headed, and proactive attitude
• Ability to meet customer expectations
• Attention to detail and organised
• Able to work using own initiative

Job Types: Full-time, Permanent

Pay: £24,500.00 per year

Benefits:

• Company pension
• Employee discount
• Free flu jabs
• Health & wellbeing programme
• Referral programme

Work Location: In person