ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

ROLE

Act as the primary contact point for all internal and external clients; to respond to and resolve customer requests, enquiries, and faults within the relevant service level frameworks.

KEY ROLES AND RESPONSIBILITIES;

The day-to-day delivery of the complete helpdesk service to the wider business; across all aspects of the helpdesk service.

• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times. Provide a primary contact point to all clients, escalating issues to supervisory and Managerial level as appropriate.
• Liaise with the Operational Team(s) to handover, progress, update, resolve, close out customer issues; whilst providing feedback at all key stages to all.
• Participate in the customer complaint and feedback systems in accordance with relevant internal and contractual processes and procedures.
• Assist with general administration duties as and when required.
• Responsible for delivery of all aspects of the helpdesk service.
• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.
• Provide a primary contact point to all clients, using escalation processes as appropriate.
• Assist in the processing of Purchase invoices.
• Assist with general administration duties as and when required.
• Proactive and flexible team player and active participation in shift rota.

This is not intended to be an exhaustive or exclusive list of duties.
These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular, the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working.
This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.