Helpdesk Supervisor

2 weeks ago

London, Greater London, United Kingdom BGIS Full time
Job Title: Helpdesk Supervisor

At BGIS, we are seeking a highly skilled and experienced Helpdesk Supervisor to join our team. As a Helpdesk Supervisor, you will be responsible for managing client infrastructure helpdesk, including 2 x Helpdesk Administrators, and ensuring the delivery of clients KPI's in terms of service delivery and client satisfaction.

Key Responsibilities:
  • Manage client infrastructure helpdesk, including 2 x Helpdesk Administrators
  • High-level utilisation and review of the Building Management System (BMS) to determine issue or fault
  • Collaborate with internal and external engineers/technicians with fault finding and rectification of issues
  • Answer incoming service requests and inquiries from clients
  • Logging of work request using the nominated Computerised Maintenance Management System (CMMS)
  • Provide information as required, reporting data, emailing service providers
  • Being first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members
Key Result Areas:
  • Financial: Ensure that financial processes are completed within the approved cost limits
  • Operations: The delivery of clients KPI's in terms of service delivery and client satisfaction will be the role's primary role and focus
  • Customer: Manage client relations for the contract, interpreting client requests and resolving issues
  • People: Operate in accordance with the BGIS' Values, enabling a cohesive and positive working environment
Qualifications and Experience:
  • Strong demonstrated experience working in a Customer Service Centre environment
  • Demonstrated understanding of customer service principles
  • Demonstrated experience working with internal and external stakeholders at varying levels of an organisation
  • Strong demonstrated professional communication manner - listening, questioning, empathy, clear client outcome and professionalism
  • Demonstrated excellent attention for detail and grammar
Key Relationships:
  • Helpdesk Team members and Managers
  • Contract Managers
  • Service Providers
  • Maintenance Staff
  • Business Support Teams – Finance Team, OH&S, QA, Commercial
  • Other BGIS Site teams

At BGIS, we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds.

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