Helpdesk Operator / Control Room Operator

• To accurately record details of the caller, problem and severity and ensure that Team Leaders are aware of situations which could develop into issues.
• To work within and to, processes and procedures.
• To respond quickly and efficiently to incoming telephone, email and facsimilie messages in line with client service levels. Attention to detail when obtaining and inputting information
• To have a clear and professional telephone manner
• To achieve a high degree of customer and supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• To attend training and coaching sessions and incorporate any changes necessary in your duties, methods, working hours and procedures
• Identify any potential areas of improvement and highlight to your Team Leader
• To be flexible and adaptable to change to support the security operations of the group by providing expertise and focus to control/support, completion of requests for additional cover, information requirements and business processes while continually improving efficiency. 
• Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest levels.
• To ensure exemplary standards in personal grooming, strictly adhering to the uniform requirements.
• Provide assistance to third party contractors / visitors ensuring all site procedures / policies are adhered too
• Maintain continuous monitoring and patrolling of sites through electronic security
• Diligent management and maintenance of site records / reference materials including Health & Safety records, Incident Forms and the site occurrence book
• Assist in the monitoring of alarm and CCTV system providing appropriate response to un-planned events
• To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Ensure a timely response to all security issues and events.
• Assist in the monitoring of alarm and CCTV system providing appropriate response to un-planned events

Essential

Technical Competencies

• Experience of providing helpdesk or call centre service, developing productive working relationships with key customers and suppliers.
• Basic Understanding of computer hardware, peripherals and applications e.g. networks, shared files and folders, report creation.
• Keyboard skills

Behavioural Competencies

• Achievement
• Communication
• Customer Focus

• Planning and Organising
• Analytical Thinking
• Team Work
• Initiative

Desirable

Technical Competencies

• Knowledge of computer databases and their applications.
• Ideally be qualified to NVQ level 2 or 3 in Customer Service or Call Handling.
• Experience of working with, and developing KPI’s and measurement information in a similar environment
• RSA level I keyboard skills or equivalent European Computer Driving Licence (ECDL) Level I.
• Microsoft Word – Basic
• Microsoft Excel - Basic

Please be aware that a successful CRB clearance may be required