Facilities Help desk Manager

• Facilities Helpdesk Manager
• Harrogate
• £25000
• Full time, Permanent position
• Managing one other team member

We are recruiting for a Helpdesk Manager based in Harrogate.

As a Helpdesk Manager you will be responsible for the supervision on one other team member so some supervision or management experience would be an advantage.

The objective of the role is to Manage the helpdesk operative and take overall accountability for the department.

You will be assessing and accurately logging into the CAFM system all incoming jobs to enable jobs to be allocated in the correct priority order with the appropriate level or urgency to the correct competent technician so that all planned, unplanned and remedial works are completed to Contractual, Health and Safety and PPP-IML standards required.

Duties:

• Understanding aspects of the PFI contract and the SLA in order to log work using the correct priority codes, to enable accurate reporting and optimum functionality of the helpdesk system
• Handling customer calls professionally, effectively and with timeliness ensuring that the right information is captured and the issue that is being raised is investigated sufficiently to enable to call to be logged correctly, meeting the SLA and delivering great service
• Closing ticket activity following the correct procedures and escalating any outstanding work as required or actioning further work to be carried out
• Proactively managing and monitoring the quality service provided by the helpdesk to ensure that standards are met, response/final fix times are achieved, and problems are resolved or escalated to minimise customer complaints in line to ensure contract requirements are met.
• Manage the operation for the helpdesk and team
• Communicating with the FM team to set clear work activities and capture feedback in order to build good working relations, share and solve problems and promote a positive safety culture and participate actively during daily huddles
• Ensuring all administrative tasks involving labour management, are completed accurately and on time
• Safeguarding approved sub-contractors and visitors by ensuring site inductions are carried out and access to buildings and keys issued in accordance with HSE, safe systems of work permits, security and contractual standards
• Carrying out other reasonable requests made by your Line Manager including working in areas other than those to which you are accustomed

Qualifications/Requirements

• Experience working in a helpdesk role ideally in a similar Facilities Management environment
• Ambition to develop skills and knowledge to progress further and grow in the role

• Health & Safety - Follows the right procedures & challenges unsafe behaviour
• Experience of supervising or managing a team member

• Proven experience delivering exceptional customer service and seeking improvement for clients and consumers
• Able to work flexibly in line with business requirements
• Competent in the use of Microsoft packages
• Good general standard of education
• Ability to organise, prioritise, and manage tasks to deal with the day to day demanding environment