Helpdesk Manager

1 month ago


London, United Kingdom ABM Full time

JOB TITLE: TFL M&E Helpdesk Manager

LOCATIONS: Piers Walk

SHIFT PATTERN: Monday to Friday, 9am to 5pm

SALARY: £46k - £48k


ROLE OVERVIEW AND PURPOSE

To manage helpdesk, track performance, and ensure that customer service standards are maintained. Train and support help desk operatives, Co-Ordinators and manage any escalations.

KEY RESPONSIBILITIES

·        Reporting to the Operational Performance Manager.

·        Have an in-depth knowledge of the contract and advise Operational Performance Manager of possible implications on events that occur, including trend analysis evaluations.

·        Day to Day Management of Reactive process for the helpdesk.

·        Motivate the team and provide effective communication and support whilst supporting continued organisational change, and the achievement of greater efficiencies and productivity.

·        Ensure effective flow of information between all interested parties.

·        To be focused on customer care with a “can do” attitude with the flexibility and adaptability to suit business needs.

·        Have a good working experience of working within a high profile, client-driven environment, demonstrating commercial and financial awareness.

·        Deliver excellent customer service.

·        Interpret and manage work orders through IBMS and SharePoint systems ensuring that SLA’s and KPI’s are met.

·        Monitors and reviews staff retention, absenteeism, and sickness levels, addressing issues promptly.

·        To assist in the administration of budgeting and financial management aspects of the contract.

·        To assist in operational support of the contract.

REQUIRED SKILLS AND EXPERIENCE

·        Understanding of FM business or the willingness to learn.

·        Able to manage client expectations in an assertive, systematic, and professional way to ensure high levels of client satisfaction.

·        Excellent IT skills with Microsoft applications and other in-house IT Management systems (IBMS/SharePoint).

·        Excellent communication and customer service skills

·        Organisation skills. This role requires the ability to input into personal work objectives, take a proactive approach to work and the ability demonstrate good time management skills, working to deadlines and adhering to set procedures. 

·        Needs to be versatile and adaptive.

·        Credible experience within a general administrative position

·        Effective communication skills, both written and verbal.

·        Good planning and organisation skills and the ability to prioritise own workload efficiently.

·        Excellent telephone manner.

·        High level of attention to detail.

·        The ability to work to changing deadlines.

Desirable:

·        Degree in Management is a plus.

·        Experience in using CAFM system or asset management system.


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