Description:
ROLE TITLE: Helpdesk Coordinator
FUNCTION: Service
REPORTING: Helpdesk Manager
LOCATION: Macquarie Park, Sydney
COMPANY OVERVIEW
As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals - enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
ROLE PURPOSE
The Helpdesk Coordinator will primarily manage inbound calls from contracted customers. Actions resulting from these calls include but are not limited to, providing first level support through the use of trouble shooting guides, effectively creating a service ticket if first level support is unsuccessful, allocating service tasks to an appropriate Field Service Engineer and tracking the service ticket until completion. In addition, the Helpdesk Coordinator will be required to make outbound calls to Glory customers for the purpose of scheduling ad-hoc tasks and preventative maintenance.
MAIN RESPONSIBILITIES
Customer Support:
- Inbound call management, creating service tickets and managing escalations from contracted customers.
- Scheduling Field Service Engineers/Agents to meet strict response times.
- End-to-end monitoring of service tickets to ensure that customer SLA's are achieved and escalating when SLA's are at risk
- Schedule Preventative Maintenance and Installation visits.
- Provide first level support to customers.
- Ensure the Service Management System is accurate by confirming and updating customer details.
- Provide exceptional customer service.
- Other duties as necessary.
Process Improvements:
- Understand the scheduling processes for job assignment, Preventative Maintenance and upgrade requests, and work with the Helpdesk Manager to improve the effectiveness of scheduling and customer satisfaction
Health & Safety:
- Adherence to Health & Safety policies and procedures at all times.
- Ensure the prompt and accurate reporting of all workplace incidents and injuries.
- Ensure all hazards are promptly assessed for their significance and managed according to the hazard management process.
REQUIRED QUALIFICATIONS
- Experience gained in a customer service environment with an emphasis on total quality
- Demonstrated experience establishing relationships with customers in a service role
- Service call scheduling experience preferred with experience in scheduling multiple resources and programs of work
REQUIRED SKILLS AND COMPETENCIES
- Self-confident with a can-do attitude
- The ability to work independently, flexibly, and with a high degree of initiative
- Proven team player, open and honest
- Computer literate and familiar with windows based applications
- Excellent presentation, communication and interpersonal skills
- Well developed planning and organisational skills with a keen attitude to detail
- Good capability to persuade and challenge/question customers and engineers
- Customer focused
- Strong business level of written and spoken English
- Highly organised and adaptable to manage deadlines for delivery
GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
þ Value Creation - strive to create value for customers
þ Self-Starter - understand the objectives of your own work and are proactive in achieving goals
þ Collaboration -respect diversity and create a culture of collaboration to work with each other to achieve a common goal
þ Integrity -understand Glory' Mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
þ Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.