Helpdesk Operator – 310 Broadway

Job Summary

We are looking for a proactive and customer‑focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast‑paced environment, communicates clearly, and is committed to delivering excellent service.

Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.

Job Responsibilities

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of situations that may require escalation.
• Work in line with established processes and procedures.
• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
• Demonstrate strong attention to detail when gathering and inputting information.
• Maintain a clear, professional, and confident telephone manner.
• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
• Attend training and coaching sessions and apply updates to duties, methods, working hours, or procedures.
• Identify potential areas for improvement and report them to the Team Leader.
• Remain flexible and adaptable to change within the role.

Required Qualifications & Skills

• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
• Confident keyboard and data entry skills.
• Knowledge of computer databases and their applications.
• NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
• Experience working with KPIs and performance metrics in a similar environment.
• Basic proficiency in Microsoft Word and Excel.

Desirable Qualifications & Skills

• Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.

We recognize that we are on a journey with regards to diversity and inclusion and would therefore welcome applications from candidates from underrepresented backgrounds. We believe in equal opportunities and celebrate diversity.

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