Help Desk Supervisor

4 days ago


East Kilbride, United Kingdom Virtual FM Limited Full time

**This job description sets out the key responsibilities and duties for the role of Help Desk Supervisor within VirtualFM. The duties and responsibilities are meant to provide guidance as to the nature and scope of the role. They are however not meant to be prescriptive. Additional extra or supplemental duties may be required to facilitate the needs of the business or assist during busy periods. This job description will be reviewed on an annual basis to establish whether the nature of the role has changed and the extent of that change**
- Take responsibility as Helpdesk Support Manager for a busy and fast paced Helpdesk in a Facilities Management environment.
- Acting proactively in the organisation of work and tasks within the Helpdesk Team and being first point of contact for Helpdesk Team member’s queries
- Assisting and supporting the Account Director with the day-to-day operation of the Helpdesk function and operation
- Issuing reports to Account Director
- Ensure accurate and timely allocation of work requests from clients to meet service level agreements. Distributing these amongst the Team and ensuring jobs meet SLA’s.
- Distributing process changes to Helpdesk Team
- Assisting team members where necessary whilst assuming responsibilities as Supervisor.
- Working to effectively meet tight deadlines and targets allocated by management in accordance with contract requirements.
- Updating systems throughout the day.
- Liaising with suppliers/contractors regarding queries on purchase/work orders, thresholds and call-out response.
- Cover holiday/sickness for colleagues.
- Experience of agile working required, process mapping, controlling and monitoring within a similar environment.


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