Help Desk Scheduler
Essentia Technologies
Islamabad, Pakistan
6d ago

Essentia started with providing accounts management services and contact centre services. We then started to expand our services in other verticals, such as education, security and technology.

Our tailor-made solutions will provide you with the best business strategies.

The Role

To perform all helpdesk duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Key Responsibilities :

  • Ensure Guard rotas are loaded weekly and make appropriate decisions regarding shifts.
  • Carry out daily activities of the control room as governed and directed by the Helpdesk Manager.
  • Maintain and update continuously Duty Filters, Sub Contract reports filing, emergency cover, and any other reasonable task as directed by the Helpdesk Manager.
  • Maintain liaison calls between clients, Customer Relationship Managers, and all employees in a conscientious and courteous manner.
  • Report all necessary incidents and occurrences to the Helpdesk Manager and Customer Relationship Manager in a timely manner so that appropriate management action can be taken.
  • Generate daily reports and distribute them as directed by the Helpdesk Manager.
  • Produce appropriate customer service reports as appropriate and in a timely manner.
  • Provide front desk out of hour’s service as appropriate.
  • Assist the Helpdesk Manager in the completion of approved project work as directed.
  • Maintain regular and consistent professional attendance, punctuality, personal appearance, and adherence to relevant Health and Safety procedures.
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role.
  • Any other duties within the business reasonably and appropriately delegated by the Helpdesk Manager.
  • Complete adequate handover to line management prior to you taking the approved holiday.
  • Requirements :

  • Administrative experience within a business environment
  • Very strong attention to detail
  • Proven interpersonal and communication skills, both oral and written at all levels
  • A high degree of computer literacy
  • Highly motivated and determined
  • Demonstrate the ability to understand business processes and their purpose
  • What's on Offer?

  • Fantastic work culture
  • Work in a company with a solid track record of performance
  • Work alongside & learn from best in class talent
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