Essentia Technologies is a part of Group of Companies operating in United Kingdom. We offer control room (Help Desk) services to one of the companies in United Kingdom. The company is working in Security industry since 2005 and covering on average 150 locations with security services (mainly security guards). It is a 24/7 control room service which we are offering to our part company in UK.
To perform all helpdesk duties and operations in a timely, efficient and courteous manner; ensuring that all company policies and procedures are complied with. A helpdesk scheduler reports to Help Desk Manager (in Pakistan) and Client Manager (in UK).
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 Manger and Customer Relationship Manager in a timely manner so that appropriate management action can be taken.
Generate daily reports and distribute 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 approved holiday.
Administrative experience within a business environment
Very strong attention to detail
Proven inter personal and communication skills, both oral and written at all levels
High degree of computer literacy
Highly motivated and determined
Demonstrate the ability to understand business processes and their purpose