Helpdesk Specialist - Remote based (m/f/d)

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Helpdesk Specialist - Remote based (m/f/d)

As a member of the Service Department, the Helpdesk Specialist is responsible for delivering high-quality technical support to ensure the optimal performance and functionality of Bizerba hardware and software solutions. The role involves providing first-line technical support to key UK customers, effectively diagnosing issues, and coordinating with internal stakeholders to ensure timely resolution and exceptional customer service.

Comprehensive training on Bizerba products and systems will be provided; however, candidates with a technical support, engineering, or IT background will be at a distinct advantage.

Reference code: 21259

Your tasks

• Provide first-line remote technical support for hardware, software, and system-related issues.
• Utilise basic IT and networking knowledge to perform remote diagnostics, system access, and machine rebuilds where required.
• Assess and determine when on-site engineering support is necessary, ensuring efficient escalation procedures are followed.
• Accurately record and update all customer interactions, technical findings, and resolution activities within the company's service management and call logging systems.
• Supply detailed fault descriptions and technical information to Field Service Engineers to facilitate effective issue resolution.
• Work closely with the Scheduling Team to manage service requests efficiently, considering customer priorities, geographical locations, resource availability, and cost implications.
• Maintain up-to-date technical knowledge of current and emerging products, software enhancements, and service solutions.
• Support the development of the wider Service Support Team through collaboration, knowledge sharing, and positive influence.
• Ensure all administrative activities are completed accurately and in accordance with company standards and procedures.
• Escalate significant customer concerns, recurring issues, or service risks to the Head of Service in a timely manner.
• Represent the department and Bizerba professionally when interacting with both internal and external stakeholders.
• Demonstrate a proactive approach to problem-solving and continuous service improvement.
• Respond positively to feedback and use it constructively to enhance performance and service delivery.
• Build and maintain effective working relationships with colleagues, customers, equipment operators, and business partners.
• Comply with all company policies and procedures relating to Health & Safety, Quality Management, and Information Security.
• Undertake additional duties and projects as reasonably requested by Senior Management.

Your profile

• Planning and Organisation

• Effectively manages workload and priorities to meet service objectives and deadlines.

• Demonstrates strong organisational skills and the ability to manage multiple tasks simultaneously.

• Adapts quickly to changing business requirements while maintaining service quality.

• Monitors progress and takes ownership of deliverables.

• Pays close attention to detail and accuracy.

Customer Focus and Results Orientation

• Committed to delivering excellent customer service and achieving performance targets.
• Takes ownership of issues through to resolution.
• Demonstrates resilience when faced with challenges and works proactively to achieve positive outcomes.
• Actively seeks opportunities for continuous improvement and professional development.

Teamwork and Collaboration

• Contributes positively to team performance through knowledge sharing and collaboration.
• Builds trust and credibility through professionalism, reliability, and consistency.
• Supports colleagues and promotes a positive team culture.
• Adheres to company processes and procedures to ensure effective service delivery.

Confidence and Communication

• Contributes constructively to team discussions and decision-making.
• Communicates clearly and professionally with customers and colleagues at all levels.
• Remains calm and composed under pressure.
• Demonstrates confidence when handling challenging situations and presenting solutions.

Additional Requirements

• Flexibility to work outside standard business hours where required to meet customer needs.
• Willingness to travel extensively throughout the UK when business requirements dictate.
• Full UK driving licence desirable.