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Contractor Supervisor

2 months ago

Glasgow, Glasgow City, United Kingdom Bioconsulteurope Full time

Helpdesk Operations Manager - Glasgow - Up to £34k per annum

Bioconsulteurope is seeking a highly skilled Helpdesk Operations Manager to lead our facilities management team and ensure exceptional customer experience on our helpdesk. As a key member of our team, you will be responsible for managing service levels, leading the Helpdesk team, and supporting both internal and external customers by offering guidance, mentorship, and training to establish robust departmental systems, policies, and procedures.

Key Responsibilities:
  • Schedule and manage reactive and help desk call outs.
  • Supervise and manage day-to-day Helpdesk activities, ensuring a consistent level of service across all areas.
  • Support the Helpdesk by receiving calls, logging on to our FM Support System, feeding through to operational staff, and reporting back to the end user/customers.
  • Deliver training sessions to staff and create and update Help Desk procedures to ensure compliance and efficiency.
  • Compile and enter data into our monthly client report and submit before the monthly deadline.
  • Participate in the training of new members of staff or allocate a trainer, and oversee the staff training induction sheets.
  • Process purchase orders and invoices, issuing and closing planned and reactive maintenance visits and inputting data.
  • Support our office and Contract Managers in the administration and delivery of departmental objectives.
  • Departmental administrative housekeeping and support with the provision of information in relation to internal procedures.
  • Work with our system that supports the procurement process, providing assistance to ensure the accuracy and efficiency of data and communications.
Requirements:
  • Facilities management helpdesk experience is essential.
  • Team leader or management experience is preferred.
  • Previous experience of creating and managing daily and weekly performance reports is required.