Service Desk Administrator
The details:
Type: Ongoing Temp
Starting: ASAP
The role: Help Desk Coordinator
Industry: Retail
Location: Hemel Hempstead
Parking: Available on site
Hours: 8:30 am – 5:30 pm (Monday to Friday)
Hybrid: Wednesday & Friday’s work from home
Rate: £12ph + Holiday pay
What you’ll be doing:
* Manage tickets by raising, updating, prioritising, and escalating within SLA lead times
* Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes with teams
* Act as the primary contact for reported faults
* Build and maintain strong relationships with maintenance engineers and internal teams
* Prepare and send out daily reports, including managing the planned downtime list
* Promptly and effectively respond to queries from other departments and manage expectations
* Verify issues by checking CCTV when necessary
* Continuously update documentation throughout the day
Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.
What we need from you:
* Highly organised and process oriented
* Proven ability to manage multiple priorities
* Brilliant customer service skills and approach to issue resolution
* Excellent written and verbal communication
* Effective time management with high attention to detail
* Great critical thinking and problem-solving skills
* Ability to express initiative and take ownership of tasks
Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues will be highly advantageous.
We’re looking for people who are ready for a fast-paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
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