Resource Planner
Job Purpose
The Resource Planner role is an exciting opportunity to join a fast paced and dynamic helpdesk environment, with a focus on customer service and exceeding customer expectations.
Responsible for scheduling and administration of theTechnical Helpdesk to resolve issues with customer solutions, overseeing the UK and Ireland.
You will be the single point of contact to the customer and internal departments, for all incoming service requests, working alongside our Technical Helpdesk leadership team.
Key Responsibilities
* Scheduling and routing a team of Helpdesk Technician
* Completing relevant administration tasks
* Communicating with clients
* Triage calls for Technical Helpdesk
* Ensure initial response time targets are met in line with SLA's
* Updating and maintaining service portals
* Internal communication with relevant departments but more specifically PS & Field Service teams
* Monitor Technical Helpdesk Inboxes
* Escalate service requests within agreed service levels
Person Specification
* Strong administration skills and fully conversant with Microsoft Word and Outlook
* Ability to work in a team and communicate effectively
* Excellent time management & organisation skills
* Ability to work under pressure and to tight deadlines
* Ability to cope with heavy workloads, to prioritise and multitask
* Excellent communication skills, both written and verbal
* Adaptable and flexible to changing demands
* An attention to detail and high level of accuracy
* An ability to communicate with people of all levels up to Board level
* Experience in Resource Planning desirable but not essential
* Experience within IT, desirable but not essential
The Resource Planner role is an exciting opportunity to join a fast paced and dynamic helpdesk environment, with a focus on customer service and exceeding customer expectations.
Responsible for scheduling and administration of theTechnical Helpdesk to resolve issues with customer solutions, overseeing the UK and Ireland.
You will be the single point of contact to the customer and internal departments, for all incoming service requests, working alongside our Technical Helpdesk leadership team.
Key Responsibilities
* Scheduling and routing a team of Helpdesk Technician
* Completing relevant administration tasks
* Communicating with clients
* Triage calls for Technical Helpdesk
* Ensure initial response time targets are met in line with SLA's
* Updating and maintaining service portals
* Internal communication with relevant departments but more specifically PS & Field Service teams
* Monitor Technical Helpdesk Inboxes
* Escalate service requests within agreed service levels
Person Specification
* Strong administration skills and fully conversant with Microsoft Word and Outlook
* Ability to work in a team and communicate effectively
* Excellent time management & organisation skills
* Ability to work under pressure and to tight deadlines
* Ability to cope with heavy workloads, to prioritise and multitask
* Excellent communication skills, both written and verbal
* Adaptable and flexible to changing demands
* An attention to detail and high level of accuracy
* An ability to communicate with people of all levels up to Board level
* Experience in Resource Planning desirable but not essential
* Experience within IT, desirable but not essential