Digital Helpdesk Support

Location: Livingston
Job Type: Apprenticeship 
What you need to know: Full Time 

​Simply Solutions offer fast, effective solutions for property maintenance on a national and regional level. We are looking for a Help Desk Apprentice to join our friendly team. With bonus incentives and team days out, who better to support you through your apprenticeship programme?

Role Overview:
You will work alongside this vibrant Help Desk Support team to provide a first line of support for technical, Building Management and Facilities Services. This role would suit an applicant who can be comfortable in a customer service style role with an interest in IT. You will see through all issues from initial log through to final resolution, ensuring excellent customer service each time. You will have excellent spelling and grammar, good knowledge of Microsoft platforms and take real pride in your work and enjoy going the extra mile. The company offers great opportunities for hard workers that are keen to build their career long term and progress.

Duties Include:

• Responding to help desk queries and ensuring they are logged correctly in line with each client's contract on our client’s management system on our bespoke FM Platform.
• Assist with producing engineer/sub-contractor quotations via Microsoft 365.
• First point of contact for incoming telephone calls. Accurately process enquiries via our FRESHDESK internal ticketing system, resolving concerns where possible or distributing call back requests to the relevant department with key information via telephony system.
• Follow up on queries and plan engineer or sub-contractor attendance as required
• Liaise with contractors, client representatives, and the full team including engineers through Microsoft 365 platforms and our internal client CRM system.
• Ensure Contractors are aware of outstanding issues and are dealing with them in a timely manner via phone and email correspondence.
• Ensure Clients are updated with progress of works
• Appropriately escalate any issues where suppliers and engineers have failed to respond within contract timescales via the FRESHDESK internal ticketing system.
• Process reports for engineers, highlighting working hours and material costs via Microsoft 365 platforms and the FRESHDESK ticketing system.
• Any other Ad hoc duties as required

Requirements:
The role is perfect for someone who has proven experience in a similar role in customer service and has an interest in facilities and is naturally IT savvy and is looking for a new challenge.

​Additional information:

• Based in West Lothian, The core hours are Monday - Friday, 9am - 5.30pm (40 hours per week)
• Salary - £14,500 - £15,000 per annum

Benefits:

• The company offers great opportunities for hard workers that are keen to build their career long term and progress.
• Pension plan.
• Onsite Parking.
• Transport Links.
• Modern open plan office.
• Work events.

Apply Here