Helpdesk Operations Manager

3 weeks ago

London, Greater London, United Kingdom BGIS Full time
Job Description

As a Helpdesk Supervisor at BGIS, you will play a vital role in managing the client infrastructure helpdesk, including two Helpdesk Administrators. Your responsibilities will include high-level utilisation and review of the Building Management System (BMS) to determine issues or faults. You will collaborate with internal and external engineers/technicians to resolve faults and provide information as required. This includes reporting data, emailing service providers, and being the first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members.



Key Responsibilities

  2. Manage client infrastructure helpdesk, including two Helpdesk Administrators.
  3. High-level utilisation and review of the Building Management System (BMS) to determine issues or faults.
  4. Collaborate with internal and external engineers/technicians to resolve faults.
  5. Provide information as required, including reporting data, emailing service providers.
  6. Be the first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members.


Key Result Areas

  2. Financial

    2. Ensure that financial processes are completed within approved cost limits.

  3. Operations

    2. Deliver client KPIs in terms of service delivery and client satisfaction.
    3. Utilise the BMS to identify building or system issues impacting environmental conditions.
    4. Manage and monitor Service Tickets/Work Orders and rectification times.
    5. Notify staff of any changes within subcontractor agreements.
    6. Develop an awareness and understanding of contract requirements.
    7. Ensure the accurate update of log of issues, solutions, and customer information.
    8. Provide prompt, accurate, and timely customer reporting on service levels, KPIs, overdue work orders onsite, and rectification.
    9. Liaise with service providers and Account Team Members for clarification of technical issues and responsibility for their rectification.
    10. Ensure compliance with relevant policies, procedures, laws, regulations, codes, and standards.
    11. Report hazards, unsafe work practices, near misses, incidents immediately to supervisor.

  4. Customer

    2. Manage client relations for the contract, interpreting client requests and resolving issues.
    3. Manage calls and delivery of services in accordance with applicable processes, stipulated timeframes, and business objectives.
    4. Foster and maintain positive working relationships with clients, sub-contractors, suppliers, and consultants.
    5. Manage customer relationships to a level that would result in the client being prepared to recommend BGIS to others.

  5. People

    2. Operate in accordance with BGIS' Values, enabling a cohesive and positive working environment.
    3. Actively promote team members to maximise their performance and realise their potential through coaching and mentoring, work opportunities, internal and external development, including those outside immediate business teams.
    4. Actively promote teamwork within the team, contract, and business.
    5. Take accountability for driving achievements, ensuring results are in line with client, contract, and business goals.
    6. Foster open communication channels by keeping people informed of all changes and decisions that affect them.
    7. Hold team members accountable to performance standards, managing, understanding, and addressing any underperformance appropriately.
    8. Participate in work-related team meetings and activities as required.


    Qualifications & Experience

What are the essential post-secondary qualifications, industry experience, and technical expertise required to meet the key requirements of the role?


Knowledge/Experience

  2. Strong demonstrated experience working in a Customer Service Centre environment.
  3. Demonstrated understanding of customer service principles.
  4. Demonstrated experience working with internal and external stakeholders at varying levels of an organisation.
  5. Strong demonstrated professional communication manner - listening, questioning, empathy, clear client outcome, and professionalism.
  6. Demonstrated excellent attention to detail and grammar.
  7. Able to respond quickly to change and adopt a flexible/innovative approach to problems and opportunities.

Qualifications

What qualifications are required or preferred for this role?


Essential



  2. Previous experience in a customer service centre.
  3. Knowledge and experience in the use of Computerised Maintenance Management System (CMMS) and Building Management System (BMS).

Desirable



  2. NVQ Level 3 in Customer Service.
  3. Proven experience in despatching work in a Facility Management or Trade.
  4. NVQ Level 3 in Business Administration.


Key Relationships

What are the key roles this position interacts with on a regular basis?


Internal

  2. Helpdesk Team members and Managers.
  3. Contract Managers.
  4. Service Providers.
  5. Maintenance Staff.
  6. Business Support Teams – Finance Team, OH&S, QA, Commercial.
  7. Other BGIS Site teams.

External

  2. Client Representatives.
  3. Tenants.
  4. Members of the Public.
  5. Sub-Contractors and Suppliers.
  6. Client consultants.

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