Helpdesk Team Leader

6 months ago


London, United Kingdom BNP Paribas Full time

HELPDESK TEAM LEADER (JOB NUMBER: LON2044)

**The role**
- Responsible for supervising the day to day delivery of an effective help desk service to a wide range of internal and external customers.

**Key deliverables**- Provide best in class customer service to internal and external customer base-
- Maintain regular and effective communication with clients and tenants-
- Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business-
- Monitor works conducted/service provided by suppliers-
- Measure and report supplier performance against agreed SLAs-
- Attend supplier meetings representing help desk function-
- Prepare reports for a variety of stakeholders-
- Ensure compliance with all internal procedures and policies - e.g. Procurement, Finance, Compliance, HR-
- Update the database to ensure currency-
- Ensure all relevant work requests received are logged correctly and timelessly, then-
- transmitted to the correct supplier, and that follow ups are conducted as appropriate-
- Complete administrative tasks as required to include use of systems, filing, inventory management etc.-
- Ensure Helpdesk is switched to the out of hours supplier on a daily basis-
- Assist the Helpdesk Supervisor as and when required-
- Carry out any other additional duties as required, or directed by the FM Management Team**Person specification**

**Experience**- Previous experience in a similar role-
- Understanding of commercial leases and the landlord and tenant relationship-
- Understanding of service charge budgets and accounting principles-
- Good health and safety and environmental knowledge-
- Good mechanical and electrical services knowledge-
- Excellent English language skills - both written and spoken-
- IT literate - MS Office, Crystal, QFM and Visio at intermediate level25 days annual leave (with the option of purchasing up to 5 additional days via flex benefits), Private medical cover for self, Long Term Disability Insurance, Interest free season ticket loan, Private GP Service, Group Income Protection, Bonus Scheme - you will be eligible to participate in the Company’s Bonus Scheme, Eye Care Voucher, Pension.

“BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.”

**Primary Location**: GB-ENG-London

**Job Type**: Standard / Permanent

**Job**: FINANCIAL AND TECHNICAL EXPERTISE

**Education Level***: Other Degrees / Certifications / Vocational, Technical or Professional Qualifications

**Schedule**: Full-time


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