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Helpdesk Supervisor

2 months ago

Glasgow, Glasgow City, United Kingdom CBW Staffing Solutions Full time
{"title": "Helpdesk Supervisor", "description": "Job Summary

CBW Staffing Solutions is seeking a skilled Helpdesk Supervisor to join our team. As a Helpdesk Supervisor, you will be responsible for managing service levels to ensure excellent customer experience on the FM helpdesk.

Key Responsibilities
  • Schedule reactive and help desk call outs.
  • Review jobs received during the working day and allocate accordingly to Engineers.
  • Supervise and manage day to day Helpdesk activities.
  • Support the Helpdesk by receiving calls, logging on to the FM Support System, feeding through to operational staff and reporting back to the end user/customers.
  • Monitor call activity and produce call volume reports.
  • Deliver toolbox talks to staff and create and update Help Desk procedures and relate new information to staff.
  • Compile and enter data into the monthly client report and submit before the monthly deadline.
  • Manage the rechargeable works from the quotations to completion including requesting the PO from the client for these works.
  • Participate in the training of new members of staff or to allocate a trainer, and to oversee the staff training induction sheets.
  • Process purchase orders and invoices Issuing and closing planned and reactive maintenance visits inputting data.
  • Support the office & Contract Managers in the administration & delivery of departmental objectives.
  • Raise corrective maintenance tasks following on from PPM completed tasks.
  • Organise day-to-day work to ensure that all key tasks are fulfilled.
  • Departmental administrative housekeeping Support with the provision of information in relation to internal procedures to enable the department to add value to the Contract.
  • Work with the system that supports the procurement process, providing assistance to ensuring the accuracy and efficiency of data and communications.
Requirements
  • Facilities management helpdesk experience is essential.
  • IT proficient.
  • Team leader or management experience preferred.
  • Previous experience of creating and managing daily and weekly performance reports.
", "lang_code": "en-US"}