Help Desk Supervisor

2 weeks ago

East Kilbride, United Kingdom Virtual FM Limited Full time

**About the role**

We have an opportunity for a Helpdesk Supervisor to join our Helpdesk team..This is an exciting time to lead, coach and motivate colleagues and to oversee a busy and fast paced Helpdesk in a Facilities Management environment. Do you have a real passion for customer service? Do you thrive working within a fast-paced team environment? Do you possess exceptional communication skills? Then we would love to hear from you as we may just have the perfect job for you

**The Role**
- Provide support and assistance to the Account Manager in overseeing the daily operations of the help desk team
- Act as first point of contact for team, offering support, training and guidance
- Collaborate with team members to resolve issues and ensure high levels of customer satisfaction
- Acting proactively in the organisation of work and tasks within the Helpdesk Team and being first point of contact for Helpdesk Team member’s queries
- Issuing reports to Account Director
- Ensure accurate and timely allocation of work requests from clients to meet service level agreements. Distributing these amongst the Team and ensuring jobs meet SLA’s.
- Distributing process changes to Helpdesk Team
- Working to effectively meet tight deadlines and targets allocated by management in accordance with contract requirements.
- Updating systems throughout the day.
- Liaising with suppliers/contractors regarding queries on purchase/work orders, thresholds and call-out response.
- Cover holiday/sickness for colleagues.
- Experience of agile working required, process mapping, controlling and monitoring within a similar environment.

**The Skills Needed To Be a Success**
- Previous experience within a busy facilities help desk/operational admin role is essential
- Excellent communication skills - both written and verbal
- Ability to work with multiple operating systems at any one time
- Good working knowledge of Microsoft Office and Microsoft Teams, CAFM systems.
- Ability to work on own initiative and as a part of a team

**What's in it for you, you ask?**
- A competitive salary - £32-35K (depending on experience)
- Enhanced Annual Leave 33 days
- Private Health Care Plan on completion of 3 months probation
- Free on-site parking
- NEST pension
- Life Assurance
- Employee Assistance Programme
- Wellbeing Programmes
- Stunning office environment to ensure you're comfortable and work at your optimum
- Opportunity to grow your skill-set and develop professionall

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