Helpdesk Co-ordinator

Do you have great customer service and organisational skills?  Would you like to be part of our client service supporting one of the biggest names in the tech industry? Due to expansion, we have another fantastic opportunity for a Helpdesk Co-ordinator to join our team based at our Head Office in Tytherington, Macclesfield.

At Momentum Instore we work continuously to deliver the best to our clients and our staff. We know what’s important to us and that’s our people – they are at the heart of our business afterall!

Who are we looking for?

Reporting into the Operations Lead, the Helpdesk Co-ordinator will assist and support to ensure that the account is fully resourced and projects are completed, on time, to budget and to the client’s satisfaction.

Liaising between the client and our field engineers you will be the first point of contact for all in-store issues. You need to be tech-savvy enough to understand the client requirements, but this is not a 1st line IT support role, the ability to adapt and communicate with clients is the key requirement.

To succeed in this fast-paced role, you will need to be an excellent communicator, and a strong team player, key skills for the role include:

• Excellent IT skills – MS Office: Word, Excel, Outlook etc.
• Excellent communications skills - impeccable telephone manner with the ability to communicate in a professional manner to clients and colleagues alike
• Ability to prioritise and manage multiple requests and tasks
• Ability to quickly understand the requirements of the role – systems, technical information etc.
• Being a team player – willing to get stuck in and help set the project up for success
• Strong organisation skills with an excellent eye for detail
• Solutions driven – able to investigate and be tenacious to see a situation through to a resolution
• Positive attitude, resilience in a fast-paced environment

What does my new role look like?

Working on our helpdesk, you will play a pivotal role in ensuring our field team meet and exceed client expectations. You will support your colleagues by:

• Accurately recording details of the caller, the problem, and the severity. Communicating this information to the Maintenance Team to ensure they are aware of situations that could develop into serious issues
• Responding quickly and efficiently to incoming telephone calls, emails and helpdesk tickets in-line with Service Level Agreements
• Maintaining a high level of accuracy when obtaining and inputting information onto the systems
• Ensuring all calls/emails/tickets to the helpdesk are recorded, actioned and followed through to completion in a timely manner
• Monitoring planned and reactive maintenance performance, identifying poorly performing tasks and effect remedial action to ensure timely completion
• Using your knowledge of our products and services to plan required repairs
• Scheduling, re-scheduling and cancelling engineer visits as required
• Providing instructions to engineers to ensure that they are prepared for store visits
• General project support

What do I get in return?

• 31 days’ holiday rising incrementally to 36 days
• Celebrate your Birthday the right way with an additional day off – no one should have to work on their Birthday!
• A great social scene – company days out, festive celebrations, social events etc.
• A focus on your wellbeing – we look after you so you can focus on being the best you can be
• Free parking at the office along with a comfortable, modern working environment
• Looking after your future with a contributory pension scheme

If you’re inspired to join our business at such an exciting time, then we’d love to hear from you. Apply now!

NO AGENCIES PLEASE