Helpdesk Coordinator Full Time

Global

Helpdesk Coordinator

Reporting of the role

This role reports to Workspace Helpdesk Manager

Overview of job

The postholder will offer support and guidance to internal customers from our numerous sites who raise requests through a Helpdesk ticket system. These range from a building issue to ordering branded merchandise. In addition, the postholder will take a lead role in scheduling planned maintenance for these sites.

The role is based in our fun and vibrant Leicester Square office where no day is the same!

3 best things about the job

• Fantastic team
• Great company!
• Lots of variety in the role and plenty to get your teeth into!

Measures of success –

In the first few months, you would have:

• Built a knowledge of who your collaborators are and identified your key points of contact
• Gained an understanding of the ticketing system
• Worked with our service providers to schedule reactive jobs and PPMs.

Responsibilities of the role

• Responding to queries via the ticket system, email or phone, providing assistance for questions and problems
• Ensure that all requests are responded to within the pre-agreed Service Level Agreement and chasing up as appropriate.
• Engaging suppliers directly to attend one of our sites; obtaining feedback for staff, manage expectations and update the tickets appropriately
• Following up with customers to ensure full resolution of issues
• Requesting feedback from the customer to improve our methods. Sharing findings with the team.
• Running reports to analyse types of issues raised
• Writing, editing, and revising help guides
• Assist in tasks across the Workspace Team when required to aid in the smooth running of the department, which may include assisting on Reception, confirming branded inventory, and furniture moves for events across site.
• Engaging with both Service Providers and sites to schedule required PPM and reactive visits
• Assisting the Workspace Helpdesk Manager in any other duties applicable within the role.

What you will need

• The role is task and administration based. Therefore, a solid knowledge in general office software including spreadsheets and PowerPoint, as well as previous experience using a ticketing system would be hugely advantageous. We’re an Apple based company.
• As a customer facing team, we’d expect your customer service skills to be top notch. Having the ability to communicate effectively to help customers to a resolution is key.
• A strong eye for detail and the want to get things right the first time are also beneficial in this role. Go-getters who strive for that extra mile thrive here.
• The role also involves a balance of team working and working solely on projects.

Everyone is welcome at Global

Just like our media and entertainment platforms are for everyone, so are our workplaces. We know that we can’t possibly serve our diverse audiences without first nurturing and celebrating it in our people and that’s why we work hard to create an inclusive culture for everyone. We believe that different will set us apart, so no matter what you look like, where you come from or what your favourite radio station is, we want to hear from you.

Although we cannot make guarantees, we welcome conversations about flexible working for all roles at Global

And of course, we’re looking for someone who’s going to live and breathe our values everyday

• Think big – Strive to do what hasn’t been done before
• Own it – Take pride in what you do and do it well
• Keep it simple – Keep it simple to get stuff done
• Better together – We’re team players