helpdesk Administrator Nights

Purpose of the role

The role is responsible for the out of hours handling of various faults relating to traffic aswell as other various businesses in line with our customer’s contract requirements within service level agreements.  You will be expected to develop an expert understanding of our customer’s requirements and support our local service teams whilst helping to establish our department within Yunex Traffic with both internal and external customers.

This role is very much desk based and very reactive. The role is predominantly working alone and managing phone calls, faults, e-mails and queries as they come in during our out of hours period. At times it can be very busy so being able to work independently and the ability to organise yourself and prioritise is key for this role.

We are a 24/7 Operations Centre, this is a shift-based role so applicants should be flexible and be able to work on a shift basis to include shifts between 19:00-06:30 weekdays and Bank Holidays and 16:30-09:30 Weekends. There will also be a week of day shifts once a month.

Areas of responsibility and tasks

• Ensuring that all faults are reported and despatched appropriately to support high levels of operational productivity. Paying close attention to relevant contract information.
• Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment
• Email handling, managing e-mails that come into the mailbox and actioning according to the relevant contract and responding in a professional manner.
• Monitoring of fault management systems and interfaces
• Take calls from various phone queues including customers, Police, members of public and switchboard calls.
• Follow daily schedule to ensure operation of tasks are completed and acknowledged.
• Actively participate in 121, Growth Talks, Team Briefs and Team meetings.
• Carry out business and local targets set by SOC Management, ensuring any administration or mandatory training is carried out as soon as possible.
• Liaise with IT and ensure all system issues are reported within good time.

Knowledge & Skills

The key competencies and capabilities for this role are:

• PC skills are essential and ideally experience of using Outlook, Word and Excel is desirable.
• Excellent communication skills both verbal and written are essential. 
• Good attention to detail along with the ability to remain composed when working under pressure is essential.
• Customer facing experience is desirable.
• Ability to work independently and on own initiative, take ownership of a tasks and incidents until completion
• Ability to build relationships with colleagues & customers
• Excellent Organisational skills
• A self-motivator who can demonstrate good initiative
• Problem solving skills

Required experience

• Experience of working in a team environment is essential
• Previous administration and co-ordination experience is desirable

Useful Information
This role is shift based and working an average of 29 hours over a 4 week rotation with some weeks more and some less than 29 hours. 

Training takes place within our office located on Sopers Lane in Poole, once fully trained we offer Hybrid working with the opportunity to work from home for some of your shifts.