Helpdesk Manager
- Employer
- Search Consultancy
- Location
- Bridgend
- Salary
- £25000/annum Pension, medical and dental care
- Closing date
- 15 Dec 2020
View more
- Job Sector
- Customer Service
- Contract Type
- Permanent
- Hours
- Full Time
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Job Details
Help Desk Manager £25k - Bridgend Wales
Our client a leading facilities company is looking for a highly capable and motivated Help Desk Manager to manage the helpdesk of one of their premium government contracts in Wales. You will be working as part of a dedicated project team that is committed to excellence and offering total FM services to 130 monuments and extensive grounds
The successful applicant will Line Manage the admin and helpdesk teams to ensure service delivery is to the highest standards and maintained across multiple contracts and stakeholders
Some of the Duties & Responsibilities
* To co-ordinate activities and provide overall management of the Helpdesk, Data and admin functions to ensure conformity in meeting common aims of Customer Service and generally promoting the clients brand
* Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting, and setting exceptional customer service targets as well as planning areas of improvement or development.
* Ensure that calls are answered within agreed time scales and in an appropriate manner.
* Responsible for handling customer enquiries where appropriate. Co-ordinate and motivate helpdesk staff and be pro-active in staff recruitment.
* To take ownership of the compliance filing system, ensuring that an effective filing system is in place that is easy to use by all parties.
* To be actively involved in the mobilisation of any Computer Aided Facility Systems within the Business, providing support and training as and when required.
* To be the main point of contact for all new Contracts, by establishing excellent relationships and clear understanding of contract needs and requirements
* Attend any client/customer review meetings and take appropriate actions where required.
* To be the lead person for the coordination of charity events or working within the community
* Produce weekly and monthly operational reports, as required.
* Complete performance reviews with all direct reports in line with company guidelines.
* Liaise closely with the Estates Management team to ensure effective job logging and allocation
* Proactively participate in training and development of direct reports
You will need to have
* experience of supervising/managing Helpdesk
* Previous Client facing experience
* Performance management background
* An understanding and working knowledge of CAFM or similar automated scheduling software.
You will be rewarded with
* Private Healthcare
* Dental Care
* Company Shares Scheme
* 26 Days Holiday (Plus Bank Holiday)
* Pension Scheme
How to apply:
If you have the required skills for the role as detailed above then please apply via the link on this page. If you have any questions please contact Richard Hodges at Search Consultancy Crawley
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Our client a leading facilities company is looking for a highly capable and motivated Help Desk Manager to manage the helpdesk of one of their premium government contracts in Wales. You will be working as part of a dedicated project team that is committed to excellence and offering total FM services to 130 monuments and extensive grounds
The successful applicant will Line Manage the admin and helpdesk teams to ensure service delivery is to the highest standards and maintained across multiple contracts and stakeholders
Some of the Duties & Responsibilities
* To co-ordinate activities and provide overall management of the Helpdesk, Data and admin functions to ensure conformity in meeting common aims of Customer Service and generally promoting the clients brand
* Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting, and setting exceptional customer service targets as well as planning areas of improvement or development.
* Ensure that calls are answered within agreed time scales and in an appropriate manner.
* Responsible for handling customer enquiries where appropriate. Co-ordinate and motivate helpdesk staff and be pro-active in staff recruitment.
* To take ownership of the compliance filing system, ensuring that an effective filing system is in place that is easy to use by all parties.
* To be actively involved in the mobilisation of any Computer Aided Facility Systems within the Business, providing support and training as and when required.
* To be the main point of contact for all new Contracts, by establishing excellent relationships and clear understanding of contract needs and requirements
* Attend any client/customer review meetings and take appropriate actions where required.
* To be the lead person for the coordination of charity events or working within the community
* Produce weekly and monthly operational reports, as required.
* Complete performance reviews with all direct reports in line with company guidelines.
* Liaise closely with the Estates Management team to ensure effective job logging and allocation
* Proactively participate in training and development of direct reports
You will need to have
* experience of supervising/managing Helpdesk
* Previous Client facing experience
* Performance management background
* An understanding and working knowledge of CAFM or similar automated scheduling software.
You will be rewarded with
* Private Healthcare
* Dental Care
* Company Shares Scheme
* 26 Days Holiday (Plus Bank Holiday)
* Pension Scheme
How to apply:
If you have the required skills for the role as detailed above then please apply via the link on this page. If you have any questions please contact Richard Hodges at Search Consultancy Crawley
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Company
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Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
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