21 September 2023

Helpdesk Assistant

Role Overview

  • Being first point of contact for incoming telephone calls and service requests.
  • Logging work order requests and inputting details into our database.
  • Delivery of updates and tracking requests through to job completion, in line with Service Level Agreements (SLAs).
  • Understanding, identifying and applying the SLA for each service request.
  • Sorting and dispatching calls to technicians, sub-contractors.
  • Meet SLA targets and respond to customer demands.
  • Plan daily workload for technicians using available systems.
  • Ad hoc administration duties.
  • Escalate any complaints as required and support continuous improvement to reduce levels of customer complaints.
  • Promote customer feedback and surveys.

Area of Work:


The successful candidate must be able to demonstrate the following:

  • Problem solving and decision making skills.
  • Ability to multi task in high pressured environment.
  • Excellent organisational skills.
  • Good general IT skills (Microsoft Excel/Word/Outlook)
  • Previous experience working in an office environment.
  • Excellent customer service skills.
  • Able to prioritise and manage own workload.
  • Previous experience on busy reactive helpdesk.

Equal Opportunities

Shield Pest Control UK Ltd is an Equal Opportunities Employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

Sound interesting? Apply below.

    Attach your CV and Covering Letter