Helpdesk Coordinator Hemel Hempstead, England
Job description
Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Helpdesk Coordinator join our Network Health team!
What’s our story?
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of 5000+ smart lockers, 200+ leading retail partners like Vinted, ASOS, Zara and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
The UK is a huge market that we’re quickly expanding into, and as a hard-working, fast-moving business, we anticipate some serious growth this year. In fact, growth is what we’re focused on. Across the UK, we’ve seen rapidly changing customer and merchant behaviour, with consumers driving the demand for out-of-home delivery options; making it a real focus for investors.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.
We’re not looking for just anyone to join us. We’re looking for people who aren’t afraid to bring ideas to the table, grow with us and fit into a fast-paced team. We’re looking for problem solvers, people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
About the role:
An exciting opportunity for a Helpdesk Coordinator to join the Network Health team at InPost UK. Working in a time sensitive, fast paced environment, this role will be focused on coordinating our maintenance engineers and help reporting lines across our other teams. You are expected to raise and update tickets, prioritise issues, run cadence meetings with our vendors, send out reports and assist with queries from our other departments. The ideal candidate for this role will have worked in a similar helpdesk role where they have been first line support for technical or engineering functions. They will be customer centric and be good at building positive relationships internally and with our vendors. Being highly detail focused, with a positive and problem-solving attitude will make you highly successful for this role.
What you’ll be doing:
- Be the first point of contact for technical issues relating to our network of smart parcel lockers
- Ticket management - raising, updating and prioritising/escalating tickets within service level agreement lead time
- Identify and diagnosing issues and problems
- Escalate unresolved problems to a higher level of support
- Acting as a point of contact to support service users and engineers reporting issues, requesting information, access, or other services.
- Directing tickets to the correct department
- Create and maintain great relationship with maintenance vendors to support the maintenance SLAs
- Updating and sending out daily reports
- Managing planned downtime list
- Checking CCTV to verify issues
- Updating documentation throughout the day
- Dealing with problem effectively and precisely with high attention to detail
- Auditing of new parcel machines which have been added to the InPost network
What we need from you:
- Customer service and stakeholder management
- The ability to manage multiple workstreams concurrently
- Strong communication skills both written and verbal
- Good time management
- High attention to detail
- Critical thinking Strong IT skills and the ability to pick up new process and systems quickly
Please note: In the future there may be a monthly rota where you will be asked to work one weekend for a month on and off
We’d be particularly excited to hear from you if:
- You have 1 to 2 years experience using ticketing systems to log issues
- Experience working in IT, Technical or Engineering support is desirable
- You have used JIRA or similar ticketing systems
- You have an ability to be commercially aware
Perks of the job!:
We love to reward our people for the great work they do:
- Competitive salary plus the ability to earn OTE bonus
- 26 days holiday + 1 volunteering day
- Hybrid working + home office set up scheme
- Amazing offices in Soho and Hemel Hempstead
- Work from anywhere scheme (up to 4 weeks per year)
- Dog friendly offices (each Friday)
- Rail discount schemes
- Private health insurance
- Enhanced paternity and maternity leave
- Flexi-benefits platform new for 2023
- Opportunity to work in one of the fastest growing logistics technology businesses in Europe (you can read more on our recent results here https://lnkd.in/d_cqN-R6
- Ability to grow and progress with the business
- Opportunity to work across our European business (InPost is in 9 European geographies)
- Genuine opportunity to influence and be part of the growth of the UK business
- No hierarchy, results oriented business
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 30 minute chat with our Talent Acquisition Specialist. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people.
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
