Helpdesk Support Officer

Helpdesk Support Officer Job in Pakistan
Essentia Services , Pakistan

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1 Year
20,000 - 50,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Total Vacancies
6 Jobs
Posted on
Feb 12, 2016
Last Date
Mar 30, 2016

Job Description

Purpose of the role is to work with 24/7 Helpdesk for our customer security company based in United Kingdom. Ensuring a smooth day to day running of the nationwide contracts throughout United Kingdom, making sure all officers and customers are cared for in whatever eventuality arises throughout any given 24-hour period. The main purpose of the role is to schedule Security Officers into a Rota to ensure all shifts are covered, the monitoring of the scheduling system, maintain and observe the Security officers, dealing with any break-ins with the Police and reporting any incidents to the Central Ops Manager/Directors.

You will be working in a control/CCTV room of which Experience is Essential. The use of Scheduling system or a real-time database is desirable. Must have a University Degree with excellent knowledge of English language (Speaking, Writing, Listening & Reading). A full Checkable 5 years’ work/school history is mandatory.

Job Specification
  • Ensure that a complete handover is taken at the beginning of their shift.
  • To Schedule and roster all security officers into scheduling system with confirmation of shifts being covered.
  • Compile and send out all required reports for the shift.
  • Ensure all officers are logging on and arriving for the shifts allocated to them.
  • Ensure that all check calls are followed up, and reverse check calls where required.
  • Liaise with the operations team on all relevant matters throughout the shift.
  • Keep the Duty Manager (Central Ops Manager) and other operational management updated at times specified.
  • Monitor the officers time keeping and absence from work reports.
  • Obtain reports where required from officers on site and ensure all relevant steps are taken with regards to the nature of the report.
  • Allocate alarm monitoring responses to the correct mobile officer. Also to keep an accurate log of such call outs.
  • Log any incident which is not concurrent with the normal daily routine, i.e. Bomb threats, power failure in control or on any site, out of hours’ deliveries, sickness etc.
  • Storing of Assignment Instructions and ensuring they are kept up to date.
  • Be a main point of contact for all officers and staff.
  • Compilation of customer specific reports.
  • To relay required reports to the Duty Manager/Central Ops Manager & other operational management.
  • To be out of hours contact for operational management and to record these calls and e-mail or contact the relevant manager at the first available opportunity the next day. Unless in an emergency then the relevant manager is to be contacted.
  • Ensure all relevant paper work is in the correct in-trays for the correct departments to collect daily.
  • Have a rounded knowledge of all correct procedures in the event of an emergency.

Job Specification

  • Customer Service skills
  • Able to handle workload/pressure
  • Able to work in shift pattern (day or nights)
  • Knowledge of real-time database desirable
  • Geographical Knowledge of United Kingdom & Republic of Ireland
  • Excellent knowledge of English language (Speaking, Listening, Writing & Reading) is MUST. Preferably British accent.

Essentia Services

Outsourcing/Offshoring - Islamabad, Pakistan