Helpdesk Administration and Resource Planner
With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact.
As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.
Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.
Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.
Job Summary
Join our dynamic Technical Helpdesk team as a Professional Services Administration and Resource Planner. This role focuses on delivering exceptional customer service by scheduling and coordinating our Professional Services Post-Sales teams across the UK, Ireland, and beyond.
Key Responsibilities:
* Schedule and route Helpdesk teams efficiently.
* Assign tickets based on business impact and urgency.
* Process chargeable calls promptly and accurately.
* Maintain service portals and ensure SLAs are met.
* Communicate effectively with clients and internal departments.
* Update and escalate service requests as needed to ensure customer satisfaction.
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.
Flexibility
We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs.
Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.
Experience and Skills Required
* Strong administration skills with proficiency in Microsoft Word and Outlook.
* Excellent time management and organizational abilities.
* Ability to thrive under pressure and manage deadlines effectively.
* Strong communication skills, both written and verbal.
* Attention to detail and accuracy in all tasks.
* Experience in resource planning (desirable but not essential).
* Industry experience (desirable but not essential).
Benefits
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
* 2 paid days off per year for voluntary work to support our local communities
* Staff Reward Scheme
* Pension scheme
* Life assurance 4 x salary
* Sponsorship for professional development and memberships
* Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
* Mental health first aider support programme
* Cycle2work scheme
* Discounted Gym Membership
* Eye care voucher scheme
* Free flu vaccinations
* Employee social events and recognition activities throughout the year
* HP Employee discount programmes
* Mobile phone discounts
We are a Disability Confident Committed Employer.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.
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