Business Administrator Contract Full Time

2 weeks ago

Glasgow, United Kingdom OCS Group UK Full time

Would you be interested to join a leading facilities management company with a reputation for excellence
OCS is currently recruiting for a Head of Helpdesk Operations to join our passionate and driven team
Contract: Permanent, Full-Time
Reporting to the Business Performance Director for the Technical Services Business, the purpose of this role is:

Lead support and inspire a team of Helpdesk to achieve success.
Support the mobilisation of new contracts as a streamlined helpdesk approach.
Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
Carry out a review of the current helpdesk facility to develop a programme of improvements for greater effectiveness and enhanced customer experience.
Ensure Helpdesk service is delivered in line with Technical Services business processes.
Exceed client expectations in the delivery of the Helpdesk Operational services.
To ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
Effective tasking and direction of engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI’s.
Work in conjunction with the Operations Managers, Account Managers to ensure seamless management of contracts.
Analyse data from Helpdesk reports to understand trends and patterns and present findings at monthly meetings
Act as key point of contact for engineering workforce and sub contractors.
To ensure administrative upkeep of information management systems at all times, including contract files.
To provide contract information on a monthly basis to Operations Directors & Managers/Account Managers for contract reports.
Ensure compliance with Atalian Servest AMK Limited Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.
Experience managing large helpdesk operations
Essential that candidate has experience in helpdesk management in a fast paced facilities management environment
A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
Excellent communication skills including presentation and written report writing.
Good PC skills, including advanced Excel, MS Teams, SharePoint
Paid Holiday.
Employee Referral Scheme.
Learning and development opportunities.
Supportive working culture and future progression opportunities.
Mobile, legal, bicycle, breakdown, and retail discounts.
Cycle 2 work scheme.

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