Out of Hours Helpdesk Advisor

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Allstaff Office Division are delighted to bring to the market the role of Out of Hours Helpdesk Advisor

Location: Hamilton (Hybrid working – primarily home-based with occasional office attendance required for training and collaboration)

Due to continued growth and high demand for its services, the company is now seeking to recruit a suitable candidate to join the Service Team to cover out of hours service calls.

Job Description

This is a home-based role reporting to the Helpdesk Team Leader. This role will consist of working to a rotational shift pattern, covering evening, weekend and on-call work. This is a part-time role, averaging 21.5 hours per week, with the possibility of overtime. You will get 1 in every 3 weekends off, and there will be a requirement to be in the office 1 day per month for ongoing training, team building and collaboration.

Hours of Work

Rotational shift pattern covering evenings, weekends and on-call duties. Monday to Friday evening shifts (16:30–23:00) followed by on-call (23:00–07:30). Weekend shifts include day and back shifts with overnight on-call. Average 21.5 hours per week, typically across 3 shifts, with 1 in 3 weekends off and opportunities for overtime.

Core Responsibilities

  • Logging calls on internal systems and arranging labour within required timescales.
  • Monitoring the mailbox during evening shifts (16:30–23:00).
  • Handling emergency on-call duties (23:00–07:30).
  • Providing proactive customer updates and incoming call handling.
  • Efficiently planning routes for callout engineers to minimise travel time.
  • Providing basic technical support to customers to avoid unnecessary callouts.
  • Ensuring internal and client-specific systems are updated in line with SLAs.
  • Contributing to ISO Business Management systems compliance.
  • Ensuring all out of hours calls are attended and completed within SLA.

What We Are Looking For

  • Strong organisational skills.
  • Excellent communication skills (written and verbal).
  • Ability to prioritise, think quickly, and make decisions under pressure.
  • Good problem-solving ability.
  • A strong sense of urgency.
  • Ability to work effectively in a fast-paced environment.
  • Reliability and consistency.

Experience Required

  • Customer service background.
  • Positive, enthusiastic and committed approach to work.
  • Previous helpdesk experience is highly beneficial.

What Will Set You Apart

  • Experience working in an out-of-hours or helpdesk environment.
  • Confidence in making quick, accurate decisions independently.
  • Ability to remain calm and professional during high-pressure or emergency situations.
  • A proactive approach to identifying customer needs before escalation is required.
  • Strong coordination skills, especially when managing engineer callouts.
  • Familiarity with SLA-driven environments and performance metrics.
  • Experience providing first-line technical support over the phone.
  • Comfort working independently during evening and on-call hours.
  • Attention to detail when updating systems and maintaining compliance.

Benefits

  • 33 days annual leave (pro rata based on part-time hours)
  • Life assurance scheme
  • Enhanced sick pay
  • Annual salary review scheme
  • Access to an online employee benefits portal
  • Access to an extensive online training portal
  • Access to an Employee Assistance Programme
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