Helpdesk Supervisor

1 month ago

London, United Kingdom Landsec Full time

**We’re Landsec**

Sustainable places. Connecting communities. Realising potential. We live by these principles to create great experiences for people, now and in the future.

We create places that make a lasting positive contribution to our communities and our planet. We bring people together, forming connections with each other and the spaces we create. And we provide our customers, partners and people with a platform to realise their full potential.
- **Having a diverse workforce at all levels will empower us to make better decisions. We know that employing a diverse mix of people makes us a stronger and more sustainable business and one that reflects the diverse society around us. That’s why we encourage people from all backgrounds to apply.**_

**Duties & Responsibilities**

**General**
- To work in partnership with stakeholders to ensure the appropriate support is available.
- To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc for internal and external customers.
- Monitor and review the Helpdesk working practices to ensure the Service Level Agreements with stakeholders meet their needs within the resources available.
- To resolve any service delivery issues within available resources.
- To contribute to the review of the Helpdesk to ensure that the service continues to be efficient and effective and takes into account changing service levels, priorities, policy changes and technological developments.
- To manage fluctuations in demand within the resources available including responding to urgent requests. This will require managing and resolving conflicting stakeholder needs.
- To resolve complex and contentious issues to ensure effective Help Desk support is maintained.
- Demonstrate all systems, web-based products and daily responsibilities to existing and new clients as appropriate.
- Proactively deputises all core activities undertaken by the Helpdesk Manager during their absence where appropriate.
- To report on the provision of the Helpdesk services including performance against target and recommendations for improvement.
- Plan the Helpdesk shift rota & make cover arrangements within available resources for periods where the desk is exposed.
- Keep records of Helpdesk Administrators annual leave, sickness & TOIL
- Support the Helpdesk Manager in implementing new processes & service delivery throughout the Helpdesk Administrators.

**Customer**
- To ensure any customer interaction is an excellent experience and that the Helpdesk team are appropriately trained as well as having the necessary tools to provide a great customer experience at all times.
- Manage the team to ensure that customer requests are acknowledged and dealt with efficiently & professionally.

**People**
- To be responsible for the management, and development of the Helpdesk Administrators.
- To be actively involved in one to one and/or group training/familiarisation sessions to ensure engagement and commitment to new ways of working and expectations, and adherence to agreed standards for tasks and targets.
- To promote a strong customer focus within the team and the business.
- Maintain and develop the service level agreements for the Helpdesk team and monitor the effectiveness of them through key performance indicators.
- To develop and provide training for the Helpdesk team to enable them to deliver excellent customer service to all stakeholders.
- Supervise and co-ordinate staff ensuring a strong team relationship.
- Demonstrate understanding of a diverse workforce.

**Process**
- Work with the Helpdesk Manager to review, design and implement new and improved processes to increase the effectiveness of the team.
- To embed an exceptional competency of FreshWorks within the Helpdesk team and drive changes required for improvement.
- Use knowledge of the system to further develop functions which will improve the service delivery from the team.

**Experience / Skills**
- Demonstrable experienced managing and training a Helpdesk team.
- Excellent communication skills at all levels
- Strong experience of FreshWorks or similar CRM system.
- The ability to engage, mentor and coach other team members

**Job Types**: Full-time, Permanent

**Salary**: From £27,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Work Location: Hybrid remote in London

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