Helpdesk and Bridge Coordinator / Administrator Job in Corsham, South West UK
Main Purpose of Position:
To provide first line customer helpdesk support to clients and administration support to the Collaboration Services team.
This is a new role in a growing team to support the growth of new business as well as working as a key part of the Collaboration Services team to support existing clients.
Key Responsibilities and Duties:
- To provide Audio Visual/Video Conferencing, managed services and Bridge operation support and be the primary contact for requests from customers.
- To provide administrative assistance to the Collaboration Services team, including the collation of statistical and analytical information for monthly MI reporting.
- To schedule and track all in-bound VC/AC calls and generate periodical statistical reports.
- To provide telephone support to clients, conference booking and scheduling, and assist in conference set up and troubleshooting.
- Log, track and update tickets on Solar Vista service system.
- Liaise with colleagues in other UK offices, particularly with colleagues in the Service Operation Centre in the head office in Dartford.
- To monitor internal and client system VC/AC call and meeting status and escalate issues accordingly.
- Contact customers to discuss and confirm booking and system requirements.
- Manage and connect calls using the VNOC audio/video conferencing facilities.
- Set-up internal audio and video conference bridge requests.
- To manage the team holiday rota.
- To manage the team share point site, updating with relevant documentation as required.
- To produce training documentation as directed.
- To carry out any other duties as required by the Collaboration Services team.
- Prepare and issue quotations produced in conjunction with the other members of the team.
- Prepare high quality PowerPoint presentations for the team
- Support all department sales related tasks as required.
Person Specification:
- Solid foundation in providing exceptional customer service and admin support
- Experience in an audio visual service environment.
- Strong customer focus and appreciation
- Experienced administrator
- Experience in collating and presenting statistical and analytical data.
- Experience of working effectively as an integral part of a small and growing team.
- Experience of supporting users in different levels of management, technical, and administrative positions.
- Excellent interpersonal and verbal and written communication skills, able to communicate at all levels within the organisation and with clients.
- Good MS Office skills - Word, Excel, Outlook and PowerPoint.
- Excellent attention to detail and accuracy, flexible, and able to multi-task
- Works well under pressure, self-motivated and able to prioritise.
- Able to work on own initiative taking accountability and responsibility for workload and deadlines
- Prepared to work shift work. Job may involve shift working to cover a 24 hour, 5 day week operation.
- Ensures that all aspects of work are completed to the highest standard
- Completes and checks work within time scales whilst paying attention to all areas of responsibility
- Complies with given standards, policies and procedures
All applications to be received by 28th March 2012. If you do not receive a response by 30th March 2012 please assume your application has been unsuccessful on this occasion.