Helpdesk Advisor

Helpdesk Advisor – Runcorn £26,000-£28,000

Helpdesk Advisor, you will be responsible for coordinating service delivery between customers and engineers, ensuring all works are scheduled effectively and completed within agreed service levels. Looking for a confident communicator with strong organisational skills and a customer-focused approach.

• Arranging and managing appointments for customers and engineers
• Allocating work to appropriately skilled engineers to maximise first‑time fix rates
• Scheduling works to ensure engineers are productive, efficiently utilised, and chargeable
• Coordinating both reactive and planned maintenance works in line with SLAs
• Handling inbound calls from customers and engineers, providing prompt and professional support
• Making outbound calls to confirm appointments, provide updates, and coordinate same‑day visits
• Managing emails and queries through a ticketing system, ensuring timely resolution
• Diagnosing faults by asking the right questions and logging accurate job details
• Keeping all job notes and technical information up to date
• Processing engineer job cards and maintaining accurate records
• Providing regular updates to customers on outstanding works
• Logging compliments, complaints, and escalations, ensuring appropriate follow‑up

• Office‑based customer service
• Scheduling or planning workloads
• Coordination or helpdesk operations
• Administration
• Facilities Management or a similar environment
• Highly organised with excellent attention to detail
• Comfortable working in a fast‑paced environment
• A strong problem solver with the ability to prioritise tasks
• Confident handling both inbound and outbound calls

• Monday – Friday
• Shifts between 7am – 6pm Rota Basis – Core hours 8.30-5.30pm
• 1-8 Saturdays

Excellent benefits package.

Immediate start!!

INDFRAN