To provide a helpful and professional front Helpdesk service in line with Tamkeen and Serco’s requirements in order to maintain a safe, helpful and Hygienic New York University Campus. The post holder will be required to receive, direct and inform callers projecting a professional polite image at all times.
Provide an effective Helpdesk service.
Receive calls to helpdesk and follow agreed procedures for recording, initiating action and response to customer.
Maintain all required records and paperwork are completed in line with Health & Safety, Quality and Serco & Tamkeen policies and procedures.
Follow agreed procedure to activate Helpdesk job processes.
Comply with company policies and procedures and ensure operational changes are implemented for the development of the service.
Liaise with other departments over helpdesk queries.
Wear correct uniform and PPE.
Deal with customer complaints.
Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
Ensure all records are kept accurately and timeously.
Ensure that a high level of service is maintained
To report any Health & Safety hazards around the campus of NYU as per procedures.
Undertake other ad-hoc duties as prescribed by the Team Leader/Manager as within scope, skill and capability.
Use of Switchboard and Helpdesk communication and recording systems
Good Knowledge of English Language
Knowledge of Arabic, Hindi,or Urdu languages an advantage but not essential
Use of Switchboard equipment
Use of PC Based systems
Use of Computer Aided Facilities Management Systems
Good communication skills
Ability to prioritize tasks as necessary for service delivery
Ability to remain calm whilst providing front line response in event of a major incident
Must have manual dexterity for operating equipment.
May have to deal with abusive or distressed callers
Must have the ability to react quickly and effectively and know when to escalate an issue to the appropriate person.
Good Customer Care skills