Helpdesk Operative

CBRE; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading real estate services firm in Leeds is seeking a Helpdesk Operative for full-time support in information technology. The role involves processing customer requests, providing administrative support to the team, and ensuring task completion. Ideal for entry-level candidates with a focus on customer service. Join a dynamic team to help deliver operational objectives.

Responsibilities

• Receive and process customer requests via telephone/email.
• Log relevant information into the database for task allocation.
• Provide administrative support to the team for effective customer service.
• Review logged calls to monitor completion times and provide feedback.
• Follow logging procedures and be a focal point for calls.
• Pass on instructions to staff and record actions in response to requests.
• Ensure completion of standard tasks and support operational objectives.
• Manage various tasks and plan accordingly within short-term parameters.
• Make decisions within set parameters using specialist experience.

Job description

Helpdesk Operative - Leeds

Leeds, England, United Kingdom of Great Britain and Northern Ireland

Responsibilities

• Receive and process customer telephone/email requests to ensure timely and effective completion of work, in accordance with the service level specification.
• Ensure that relevant information is logged into the database to enable accurate transfer of information for the allocation of work to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call.
• Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls) to maximise time and ensure a good responsive to customer service.
• Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request.
• Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding.
• Follow the logging procedures for the whole unit and be the focal point for all calls.
• Responsible for passing on instructions to staff, recording such action in response to calls, requests etc., to enable the contract to fulfil its performance targets.
• Accountable for the completion of standard or non-standard tasks within own area.
• Acts as part of a team to deliver activities which support operational objectives.
• Manages a variety of tasks and is able to plan accordingly within the short-term.
• Makes decisions within parameters set by manager, using job/specialist experience.
• May be subject to regular local supervision of progress against results and escalates issues when required.
• Interacts with stakeholders around specific work efforts and deliverables.
• Supports delivery of Health and Safety policy and standards.
• Supervises the activities of others to meet deadlines and quality standards taking account of impact outside area of responsibility.
• Identifies ways to reduce cost.
• Work within a given budget, usually without authorised spend of their own.
• May assist less experienced staff.

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology

Service line: None