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Helpdesk Team Leader

CMS Recruitment
London, UK
Closing date
26 Nov 2020

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Technology & New Media
Contract Type
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Job Details

Helpdesk Team Leader

East London

Ongoing Contract

Monday to Friday

Up to £12.00 per hour

Our client is a large facilities management company currently working on a high-profile contract. They are looking to appoint helpdesk team leader to join their team.

Day to day duties for the Helpdesk Team Leader will include:

General Overview:

Oversee a team of 9 operatives and ensure all processes such as absence, lateness, and adherence, are followed in line with processes and procedures
Manage the workload of the team and ensure all calls are answered and inbox is managed in line with departmental Service Level Agreements (SLA's)
Run daily reports to ensure jobs are attended and completed to minimize any overdue works
Ensure compliance with statutory and company procedures
Manage KPI Sheet and Prioritise urgent jobs.
Analysis of job history/running reports to avoid duplication
Raise PO's for agency operatives each month and Receipt and approve invoices.
Ensure the rota is for the team is up to date for the team
Liaise with the technical discipline supervisors/managers to ensure SLA's are met and for technical support and advise on faults, also escalating when issues arise with engineers, access, service matrix, etc
Manage and develop team using one to one reviews/performance measures
Check that log notes, work order status changes and assignments are updated
Ensure the day/night handover is competed at the end of each shift
Ensure engineers jobs for the next day are sent at the end of every shift
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