Helpdesk Co-Ordinator

Helpdesk Co-Ordinator


Closing Date: 30 September 2018

To apply please send your CV and covering letter to:

Please complete our Diversity Monitoring Survey.

Reporting to:Pinewood Operations Supervisor

Purpose of Role
Providing a central point of contact within Operations, this role will co-ordinate the strategic and day-to-day tasks of the Helpdesk function ensuring clear communication is maintained between internal / external customers and colleagues, workload is distributed and logged accurately via Loc8 and trends within this function are monitored / reported to consistently provide first class customer service.    
Key Accountabilities
•    Ensure alignment in service across both Pinewood and Shepperton, with all Helpdesk team members reporting into the Help Desk Co-ordinator.
•    Identify call volume, workload and customer feedback, with trend analysis providing statistics  for reporting and streamlining processes.
•    Manage rotas, annual leave and sickness for the Helpdesk team to ensure cover is always provided.
•    Understand internal departments’ requirements to ensure key information is gained through Helpdesk when requests and job updates are communicated.
•    Act as first point of contact for incoming calls and for any Facility Service / Operational issues and requests.
•    To ‘own’ the clients’ enquiry and do everything possible to ensure the client receive the information and help needed.
•    Provide a point of escalation for any client complaints, ensuring all information is captured and passed to Operations Supervisor if unable to resolve
•    If professional or specialist advice is required, arrange to call back at a convenient time.  If any follow-up action to an enquiry is needed, obtain the information and relay back to the client.
•    Welcome and deal with phone enquiries promptly and helpfully so customers can be directed correctly to the relevant personnel.
•    Open and close phone lines as per the booking notes and off hires.
•    Swap lines and create pick up groups.
•    Update the Studio Booking System with extension numbers.
•    Supply phone handsets to on-site facilities.
•    Take, record and pass on accurate messages.
•    Update and maintain the Mitel / Super Directory.
•    Update the telephone return spreadsheet for Pinewood, Shepperton and Wales for finance invoicing.
•    Log all maintenance job and defects.
•    Provide first class customer service at all times.
•    Reporting of damage to studio facilities, fixtures and fittings.
•    Reporting of security issues, such as illegally parked cars / blocked fire hydrants, etc.
•    Update the client on their job request.
•    Provide operational support & cover in the Operations Office, Mailroom and Hub.
•    Any other duties as deemed appropriate by Operations Supervisor or Operations Manager

Competencies and Qualifications
•    Customer service driven.

•    Desirable commercial industry experience and knowledge of sector.

•    Excellent ability to work to tight deadlines and under pressure.

•    Strong team player and orientation towards teamwork.

•    Excellent attention to detail.

•    Excellent communication and confidence skills.

•    The ability to trouble-shoot problems and think laterally.

•    A natural forward planner who critically assesses own performance.

•    Mature, credible and comfortable in dealing with Company Executives.

Person Specification
Personality:  Flexible, outgoing, friendly personality with a positive attitude for a ‘can do’ culture and approach to differing people and situations. Responsible attitude, dependable and punctual. Keen to develop their own skills and motivate others.

Personal Situation:  Able to commute reliably to the office bases, Pinewood Studios and Shepperton Studios. Working hours will vary depending on Company requirements.

Computer skills: Must be adept in use of MS Office 2010 or later and ideally database / work allocation software. Training given on Loc8 work allocation.

Literacy and Numeracy: Good literacy and numeracy skills.

Business Skills: Must be confident and professional when dealing with customers, face-to-face and via telephone / emails.