Service Help Desk Coordinator

Service Help Desk Coordinator

Job area Corporate functions Location London, United Kingdom. Contract type Full time

Title: 

APS – Service Help Desk Coordinator

Reports to: 

Service Account Manager

Context:

Vanderlande is the global market leader in baggage handling systems for airports, and sorting systems for parcel. The role will be working within the Service team supporting the IT Service Desk at the London based Airport & Parcel Division (Collaboration House) of the business.

The Service Help Desk Coordinators role will be to support set up, development and provision of the supporting functions required to support a successful transition of the Parcel service business into APS.  This includes providing 1st Line Help Desk Co-Ordination combined with call management and work ticket creation plus resource allocation and general service administration. All aspects of direct service customer interfaces.

Accountabilities

Vanderlande Values

Ownership

To be proficient in all aspects of the Service Help Desk Coordinators role. Which includes but is not definite:

1st Line Helpdesk tasks

  • Telephone & e mail Inbox service enquires.

Call logging and Management

  • Raising and closing Dos Maximo work tickets.

Service Administration duties to cover:

  • Call Logging
  • Ticket Update
  • Customer Updates / feedback
  • Escalation Management
  • Service Orders
  • Mobile Resource Allocation (Planned and Reactive Maintenance Works)
  • Spares Alignment
  • Service Take Over Records
  • Contract Entry/Admin – DOS Maximo and JD Edwards
  • 3rd Party Contract Admin (Caljan & Other contractors)
  • Service Reporting

Build Reputation With Customers

Create effective and good working relationships, building and developing rapport with internal departments as well as external customers and suppliers ensuring that expectations are exceeded

Drive To Win

Ensure all requests are dealt with efficiently, ensuring all duties are carried out in a timely and efficient manner

Team Play

Working as part of a team to ensure a smooth running of the department and business

Every Day Better

Responsible for the continuous improvement of policies and procedures as well as learning continuously and developing professional potential and ability

Safe Base & We Care

Support a safe working environment within business development through championing and encouragement of a safety-first culture

Experience:

  • Open communicator with strong organisational skills
  • “Can-do” attitude with the ability to complete tasks under pressure
  • Well organised – task oriented
  • Ability to priorities whilst dealing with multiply enquires / issues
  • Excellent knowledge of Microsoft Word, Excel and Outlook
  • Strong sense of accuracy and attention to detail
  • Previous experience working with JD Edwards Enterprise One and Maximo would be advantageous

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