Helpdesk Operator

Job description / Role

Helpdesk Operator - Success Profile

Reporting to: Helpdesk Manager

Division / Function: IFS

Grade: 10

Serco Leadership Tier: Team Member

Key purpose

To provide a helpful and professional front Helpdesk service in line with requirements in order to maintain a safe, helpful and Hygienic site. The post holder will be required to receive, direct and inform callers projecting a professional polite image at all times.

Structure and reporting relationship

Reporting directly to Helpdesk Manager

Based on the specific requirement of the role

Key accountabilities

- Provide an effective Helpdesk service.
- Receive calls to helpdesk and follow agreed procedures for recording, initiating action and response to customer.
- Maintain all required records and paperwork are completed in line with Health & Safety, Quality and policies and procedures.
- Follow agreed procedure to activate Helpdesk job processes.
- Comply with company policies and procedures and ensure operational changes are implemented for the development of the service.
- Liaise with other departments over helpdesk queries.
- Wear correct uniform and PPE.
- Deal with customer complaints.
- Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
- Ensure all records are kept accurately and timeously.
- Ensure that a high level of service is maintained
- To report any Health & Safety hazards around the campus as per procedures.
- Undertake other ad-hoc duties as prescribed by the Team Leader/Manager as within scope, skill and capability.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

Requirements

Essential technical and professional skills, knowledge and qualifications

Knowledge

- Use of Switchboard and Helpdesk communication and recording systems
- Good Knowledge of English Language
- Knowledge of Hindi, or Urdu languages an advantage but not essential

Skills

- Use of Switchboard equipment
- Use of PC Based systems
- Use of Computer Aided Facilities Management Systems
- Good communication skills
- Ability to prioritize tasks as necessary for service delivery
- Ability to remain calm whilst providing front line response in event of a major incident
- Must have manual dexterity for operating equipment.
- May have to deal with abusive or distressed callers
- Must have the ability to react quickly and effectively and know when to escalate an issue to the appropriate person.
- Good Customer Care skills

Experience

- Previous experience in a similar position is preferred but not essential as full training will be provided.

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.