Help Desk Manager

Invictus Group
05 Aug 2019
27 Aug 2019
Contract Type
Full Time
Helpdesk Manager

Salary/Rate - Up to £30,000 per annum

Location - North West London

Key responsibilities:

·To take overall daily responsibility and ownership of a team of schedulers

·To lead the team and ensure all reactive are responded to within time lines

·To ensure email enquiries are responded to in a timely manner

·Instil a culture of customer service excellence

·To manage client platform to ensure the clients fault log is dealt with effectively.

·To maintain the Agility System, monitoring Engineering Activity and fault reporting.

·Monitor the email system and respond accordingly to queries and client requests.

·Coordinate faults, schedule to engineers, and communicate with customers.

·Liaising with Clients to escalate out of line incidents.

·Ensuring that the client meets the contractual KPI's and SLA's.

·Raise Purchase Orders as and when required.

·Managing Customer Meeting arrangements.

·Any other duties as requested by the management team

·To provide Holiday Cover for colleagues when required.


·Experience using Planon is highly desirable

·Proven experience within a similar role

·Strong team leader experience

·Knowledge of reactive and planned maintenance jargon

·Experience of SLA's and KPI Monitoring

·Good IT skills including MS Word, Excel, Power point and Project

·Good level of interpersonal and customer relationship skills

·Smart, presentable appearance

·Organised and reliable

·Smart, presentable appearance, personable and approachable

·Flexible and adaptable


·A team player with the ability to work from their own initiative

·Willingness to learn new skills and embrace procedures

·Problem solver

For further information or to discuss your application please contact Joanne at the The InVictus Group on 0207 397 5301

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