Help Desk Manager

HVAC Recruitment Ltd
United Kingdom
£28k - 33k per year
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Working for one of the UK's leading Facilities Management companies, who have traded for over 75 years.The company can offer real job stability and career progression. Our client is looking for an experienced Help desk Team Leader/ Manager. The Service Desk Team Leader will be responsible for handling some client calls and emails regarding new service requests and providing administrative support where appropriate. The role will oversee emails to Help desk to ensure customer requests are responded to promptly, Report compilation and distribution. Responsibilities / Duties include: - Leading a team of 7 Help desk Operators - Contributes to successful completion of reactive and planned performance activities by ensuring jobs are logged promptly and dispatched expediently - Coordinating team so that maximum amount of calls are taken and not dropped - Logging service requests by telephone and email - Ensure compliance with statutory and company procedures, across all functions - Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer - Proactively carrying out call audits and ensuring operatives are clear on what is expected - Hand over service requests to the Planning and Dispatch team in a timely fashion - Prioritising urgent jobs - Dealing with complaints as required - Analysis of job history/running reports to avoid duplication - Promote customer feedback and surveys - Ad hoc administration duties - To provide an excellent level of service on behalf of the Helpdesk Team and ensure all operatives follow the excellent example set by Service Desk Team Leader - Interviewing/Training Helpdesk Ops - Carrying out one to ones, grievances and disciplinary meetings - Coordinate ooh and ensuring the ooh spreadsheet is emailed out in the mornings - Helpdesk diary management coordinating annual leave and shift patterns - Compiling information for central Government Quarterly Newsletter - Liaising with subcontractors to ensure they are providing adequate service - Performance Reporting - Carrying out scheduled call audits to drive to ensure excellent customer satisfaction and Consistency in performance across Helpdesk Operators - Review of technical documentations - RAMS, service sheets, reports, assessments and following up remedial works as an outcome of these. - Creating, maintaining and adjusting ppms on maximo - Managing the daily jeopardy report to ensure all reactive work orders due to fail are actioned accordingly. - Updating electronic dispatch manual and subcontractor list weekly - Monitoring overlapping labour - RTW and updating SAP accordingly with absences - Carry out tool box talks Qualifications - PC Literate and experienced using MS Office applications and Outlook - Excellent communication and customer service skills - Must be comfortable leading others in a busy, challenging environment - Demonstrate good time management skills, working to deadlines and adhering to set procedures. - Exceptional organisational skills - Ability to handle conflicting workloads and to work under pressure. - Able to balance and prioritise workload to meet customer expectations. - Good time management skills with the ability to work to deadlines - Experience of I Contact, coupa and/or Maximo and/or SAP would be desirable. - Experience working on Helpdesk in Facilities Management industry is desirable
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