What the job role entails:
A Helpdesk Support for Service Operations candidate is responsible for providing front-line support to clients and field technicians by managing incoming service requests, troubleshooting basic issues, and ensuring smooth coordination between clients and service teams. This role combines helpdesk responsibilities with service coordination to ensure timely, professional support across all service operations.
Key Responsibilities:
* Serve as the main contact for customers regarding service inquiries, bookings, and updates.
* Schedule and coordinate service calls based on clients needs, priority of fault and technician availability.
* Ensure all service requests and incidents are resolved within agreed-upon timeframes as defined by SLAs (Service Level Agreements).
* Track service progress and keep customers informed on job status, changes, or delays.
* Ensure service requests are properly documented and followed through from start to finish.
* Maintain accurate records of customer interactions, service history, and feedback.
* Follow up with customers after service completion to ensure satisfaction and gather feedback.
Skills:
* Strong verbal and written communication skills.
* Excellent organizational and time management abilities.
* Customer-focused with a proactive and professional attitude.
* Comfortable working with CRM software..
* Ability to handle multiple customer requests and prioritize tasks effectively.
* Previous experience in a customer service or service coordination preferred.
* Computer skills using basic programs like Microsoft Word, Excel, Google and Outlook.
* Operating printers, scanners, and basic office equipment
Job Types: Full-time, Permanent
Benefits:
* Company events
* On-site parking
Education:
* Leaving Certificate (preferred)
Experience:
* Help desk: 1 year (preferred)
* Microsoft Office: 1 year (preferred)
* Administration: 1 year (preferred)
Work Location: In person