Help Desk Operator

Helpdesk Operator

Location: 310 Broadway, Salford, M50 2UE

Working hours: 40 hours per week, Monday to Sunday

Salary: £12.71 per hour

We are looking for a proactive and customer‑focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast‑paced environment, communicates clearly, and is committed to delivering excellent service.

Key Responsibilities

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may escalate.
• Work in line with established processes and procedures.
• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
• Demonstrate strong attention to detail when gathering and inputting information.
• Maintain a clear, professional, and confident telephone manner.
• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
• Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.
• Identify potential areas for improvement and report them to the Team Leader.
• Remain flexible and adaptable to change within the role.

Essential Skills & Experience

• Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.
• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
• Confident keyboard and data‑entry skills.

Desirable Skills & Qualifications

• Knowledge of computer databases and their applications.
• NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
• Experience working with KPIs and performance metrics in a similar environment.
• Basic proficiency in Microsoft Word and Excel.