Help Desk Team Leader

Help Desk Team Leader

Location: London Waterloo

Hours: Mon- Fri, 40 Hours

Contract Role

Pay: £28k per annum

A leading facilities maintenance company is looking for new member to lead a team of up to 7 helpdesk operatives; handling client calls/emails, providing administrative support and ensuring that all service request are dealt with promptly, as well as successfully completed.

Responsibilities/Duties will include (but not be limited to) the following:

• 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
• Understand, identify and apply the Service Level Agreement (SLA)
• Prioritising urgent jobs
• Dealing with complaints as required
• Analysis of job history/running reports to avoid duplication
• Promote customer feedback and surveys
• 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
• Liaising with subcontractors to ensure they are providing adequate service
• Performance Reporting
• 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
• RTW and updating SAP accordingly with absences

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.