Product Support Helpdesk Team Lead

2 weeks ago

London, United Kingdom Reed & Mackay Full time

London, 8th March

**REPORTING TO: GLOBAL HEAD OF PRODUCT SUPPORT**

**ROLE SUMMARY**:
The Product Support Helpdesk Team Lead role will play a crucial role in leading a team of technical experts who are focussed on supporting our staff and customers using our proprietary technology and third-party platforms.

The Product Support Helpdesk Team Lead will work closely with the Global Head of Product Support to ensure efficient triage and distribution of all tickets received to Product Support.
You will help build a self-motivating, efficient team, where all Service Level Agreements are upheld and surpassed whilst maintaining the quality of responses.

Below is a list of the platforms the Product Support provide support for.
- R&M/iQ - Agent reservation system that allows our internal staff to make reservations, configure and manage our customers travel
- R&M/Book - Reed & Mackay Self-booking tool
- R&M/Portal - Portal that allows our customers to manage profiles, invoices and view trip information
- R&M/Mobile - Mobile App that allows our customers to view their itineraries (with real time updates) and make reservations whilst they are on the move
- R&M/Approve - Approval tool
- R&M/Protect - Traveller Tracking and Destination Intelligence
- Concur Travel & Expense - 3rd Party Self-booking Tool and Expense platform that is used by many of the R&M client base
- Trainline - UK rail booking tool
- Evolvi - UK rail booking tool ]
- Hotel booker - Hotel booker platform created by Conferma

**WHAT YOU’LL DO**:

- Manage the day to day running of the Product Support Helpdesk providing support for R&M proprietary technology and 3rd Party Self-booking tools.
- Maintain team responsibilities rota weekly.
- Manage and monitor phone coverage to ensure phone service is provided at all times.
- Ensure that the Product Support Helpdesk provides a proactive, efficient and mature service to the organisation.
- Lead the team in triaging all contact to Product Support and efficiently redirecting queries to incident and change management teams.
- Log all contact using a ticket logging software.
- Maintain and update ticket logging software for optimum efficiencies for team.
- Support the team with task management within IQ in a timely manner. Continuously monitor task activity to improve efficiency.
- Be the first point of escalation for helpdesk enquiries.
- Work with wider Product Team to create content for online learning.
- Work with the Global Head of Product Support to set department and individual objectives, conduct regular performance reviews, annual appraisals.
- Have input on recruitment process by assisting with interviews with Global Head of Product Support
- Lead, mentor, train & support team members

**WHAT WE’RE LOOKING FOR**:

- Proven experience in business travel with an understanding of the industry.
- Excellent client facing product experience is essential, including client portals and online booking tools.
- Deep technical knowledge of online booking tools, including server logs, third party case management and APIs.
- People management and team building experience is essential in this role
- A strong team player with the dexterity to support colleagues and clients across a multitude of support queries and products
- Inquisitive with the ability to use own initiative to solve problems in a methodical manner
- Ability to gather user requirements and work on own initiative to produce innovative solutions.
- An excellent communicator who makes the complex look simple
- Integrity will be important to you - open, honest and direct - with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect
- Clear communicator, able to articulate key messages to a diverse audience
- Maturity and confidence to communicate at all levels
- Highly organised and efficient individual with a keen eye for detail
- Knowledge of Sabre GDS
- Good written English
- MS office; Word, Excel, PowerPoint

  • Helpdesk & Contract Support

    4 weeks ago

    London, United Kingdom CBRE Full time

    Posted- 20-Feb-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Accounting/Finance, Administrative- Location(s)- London - England - United Kingdom of Great Britain and Northern Ireland- Company ProfileCBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial...

  • Contract Support\helpdesk

    4 weeks ago

    London, United Kingdom Resourcing Group Full time

    Hi, Title - Contract Support / Helpdesk Start date - 04/03/2024 Timings - 8am - 5pm Pay Rate - £15.39PH PAYE Location - Science Museum, South Kensington... SW7 **Job Description**: - Maternity Cover, Previous experience ideal This role will form part of the NHS Trusts, Cambridge Team who provide first line support for all reactive calls reported by...

  • Facilities Management Helpdesk and Asset Lead

    4 weeks ago

    London, United Kingdom Essential Employment Full time

    **Facilities Management Helpdesk & Asset Lead needed in South East London Paying £20.85 per hr ref 1179512** **Full time hours on a temporary basis** - Responsible for leading on the Facilities Management based helpdesk and asset management system - Lead on all helpdesk related matters and to be the prime contact for technical assistance for help desk...

  • Procurement Helpdesk Officer

    4 weeks ago

    London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

    An exciting opportunity has arisen within the Procurement team as a Helpdesk Officer within Guy’s and St Thomas NHS Foundation Trust (Based at Great Ormond Street Hospital). We are looking for an experienced and dynamic Administrator with a background in Procurement/Supply Chain to support the team in handling the helpdesk enquiries, queries and provide...

  • Helpdesk and Desktop Support Analyst

    4 weeks ago

    London, United Kingdom NexusJobs Full time

    Job Description Helpdesk and Desktop Support Analyst Our Client a retail bank - based in the City London - is looking to recruit Helpdesk and Desktop Support Analyst with 4 to 5 years proven experience. Responsible for the full range of user support, including desktop and peripheral hardware support, application support, network connectivity and remote...

  • IT Helpdesk Analyst

    4 weeks ago

    London, United Kingdom In Technology Group Limited Full time

    **Role**: IT Helpdesk Analyst **Location**: West London, SW1E 5ND **Salary**: £33,000 + Training A leading London based business is looking to grow their IT department and are searching for someone to come onboard and join the company as a IT Helpdesk Analyst. The duties of the role would include general IT support for staff internally using a varietyof...

  • Helpdesk and Desktop Support Analyst

    4 weeks ago

    London, Greater London, United Kingdom NexusJobs Full time

    Job Description Helpdesk and Desktop Support Analyst Our Client a retail bank - based in the City London - is looking to recruit Helpdesk and Desktop Support Analyst with 4 to 5 years proven experience. Responsible for the full range of user support, including desktop and peripheral hardware support, application support, network connectivity and remote...

  • Helpdesk and Desktop Support Analyst

    4 weeks ago

    London, United Kingdom Jas Gujral Full time

    Helpdesk and Desktop Support Analyst Our Client a retail bank – based in the City London – is looking to recruit Helpdesk and Desktop Support Analyst with 4 to 5 years proven experience. Responsible for the full range of user support, including desktop and peripheral hardware support, application support, network connectivity and remote connectivity....

  • Helpdesk and Desktop Support Analyst

    4 weeks ago

    London, United Kingdom NexusJobs Full time

    Job Description Helpdesk and Desktop Support Analyst Our Client a retail bank - based in the City London - is looking to recruit Helpdesk and Desktop Support Analyst with 4 to 5 years proven experience. Responsible for the full range of user support, including desktop and peripheral hardware support, application support, network connectivity and remote...

  • Helpdesk Operator

    4 weeks ago

    London, United Kingdom Ealing Council Full time

    Job description **Hours 35 hours per week within shift rota, covering Monday to Friday 8am - 5pm.** Ealing Property Services delivers comprehensive facilities services to a portfolio of around 130 buildings across London Borough of Ealing. Services include building maintenance, security, and cleaning. The Property Services Helpdesk provides front line...

  • Desktop Support Team Lead

    2 weeks ago

    london, United Kingdom JR United Kingdom Remote Work Freelance Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road.The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital services...

  • Helpdesk Administrator

    3 weeks ago

    London, United Kingdom CBW Staffing Solutions Full time

    Helpdesk Administrator - NW10 London - £16.00 per hour - Temp to perm Are you an experienced Helpdesk Administrator looking to join a fantastic team?Would you like career progression opportunities and be recognised for your work? If so, read on...Exciting opportunity to work for an established FM service provider situated in NW10 London. The successful...

  • Helpdesk Administrator

    4 weeks ago

    London, United Kingdom OmniRMS For VINCI Full time

    **Helpdesk Administrator | Victoria, London |£27,000 - £29,000 | Leading FM Service Provider** We are currently looking to recruit a Helpdesk Administrator to join a leading Facilities Management Company based in our Victoria office on there transport division. **Key duties & Responsibilities** - Taking incoming HD calls and raising tasks on CAFM System...

  • Desktop Support Team Lead

    1 week ago

    London, United Kingdom Woolf Group Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road.Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical...

  • Desktop Support Team Lead

    4 weeks ago

    London, United Kingdom Woolf Group Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road. The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital services...

  • Desktop Support Team Lead

    4 weeks ago

    London, United Kingdom Woolf Group Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road.The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital services...

  • Desktop Support Team Lead

    1 week ago

    London, United Kingdom Woolf Group Full time

    Job DescriptionWorking for a Fast-paced high level financial services company based near Tottenham Court Road.The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital...

  • Desktop Support Team Lead

    4 weeks ago

    London, United Kingdom Woolf Group Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road. The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital services...

  • Desktop Support Team Lead

    4 weeks ago

    London, United Kingdom Woolf Group Full time

    Working for a Fast-paced high level financial services company based near Tottenham Court Road. The Infrastructure Support team is tasked with managing all aspects of our Technology Infrastructure, encompassing both a modest physical infrastructure presence and an expanding virtualized environment. Currently, the team supervises several vital services...

  • Helpdesk and Administration

    7 days ago

    London, United Kingdom Red Commerce Full time

    ** **RED - Helpdesk and Administration - SC Clearance - Opportunity to work in USA** ** This role requires you to **relocate **to **Norfolk, Virginia, USA**. At present, one of our International Customers at RED is in the search of a **Helpdesk and Administration** for an **on-site 4 years project** in Virginia, USA. Here are some details: Project...