Help - Desk Supervisor


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2019-05-10 15:49:041970-01-01300North Recruit
Job TypePermanent Full Time
LocationPontefract
AreaYorkshire, EnglandPontefract
SectorFacilities Management - Business Support
Salary£11.78 - 11.78 per hour
Start Date
AdvertiserTom Ainsley
Job Ref1091
Job Views125
Description
  • Help-desk Supervisor
  • Pontefract
  • £11.78 PH

Our client: is committed to leading the facilities sector in sustainability with their employees all working in an energy efficient manor whilst contributing benefits for our clients, colleagues and the community. They have been trusted to work closely with many local UK councils manage their facilities and provide energy for Great British services that you rely on.

They are currently looking to hire a help-desk supervisor who will be responsible for the day to day management of the Helpdesk in the Healthcare sector. You will ensure that all contractual obligations are met whilst offering a first-class customer experience to all customers who contact the helpdesk. The hours are 8am-4pm Monday to Friday with the occasional weekend.

Key Responsibilities:

  • To be responsible for the day-to-day performance of a team of Helpdesk operators including; call monitoring, 1-2-1's, objective setting, absence management, and planning.
  • Monitoring contract performance (including SLA performance, chasing work down and service request management)
  • Identifying issues and pro-actively offering solutions to improve performance.
  • Offer flexibility in terms of shifts and role responsibilities.
  • Develop working relationships & improve communication with the Team, Workflow Manager & Operations Manager.
  • Ensure the delivery of excellent customer service at all times.
  • Prioritise daily tasks and raise major exceptions with Maintenance Team.
  • Act as a point of escalation for any foreseen failures.
  • Hold weekly Helpdesk Meetings and ensure that key topics are discussed and that all Workflow Operators receive useful communication about any changes within the contract or operations.
  • Set and contribute to overall team objectives.

The Ideal candidate:

  • Will have excellent communication skills
  • Skilled in Help-desk call processing
  • Experience in planning ahead and prioritizing workload.
  • Competent with Microsoft Office especially Excel.
  • Management or supervisory experience ideally in a Facilities Management setting
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