Helpdesk Supervisor

1 week ago


Manchester, United Kingdom CBW Staffing Solutions Full time
Job Summary

CBW Staffing Solutions is seeking a highly 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 and Manage Helpdesk Activities
    • Schedule reactive and help desk call outs.
    • Review jobs received during the working day and allocate accordingly to Engineers.
  • Lead and Develop the Helpdesk Team
    • 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 and Analyze Performance
    • Monitor call activity and produce call volume reports.
  • Develop and Implement Procedures
    • Deliver toolbox talks to staff and create and update Help Desk procedures and relate new information to staff.
  • Administrative Support
    • 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.
    • Process purchase orders and invoices Issuing and closing planned and reactive maintenance visits inputting data.
  • Training and Development
    • Participate in the training of new members of staff or to allocate a trainer, and to oversee the staff training induction sheets.
  • Departmental Support
    • Support the office & Contract Managers in the administration & delivery of departmental objectives.
    • Raising corrective maintenance tasks following on from PPM completed tasks.
    • Organisation of 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.
    • To 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
    • Facilities management helpdesk experience is essential.
  • Technical Skills
    • IT proficient.
  • Leadership and Management Experience
    • Team leader or management experience preferred.
  • Reporting and Analysis
    • Previous experience of creating and managing daily and weekly performance reports.

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