Helpdesk Teamleader

We are currently seeking to employ a Helpdesk Team Leader who will assist in leading our established team with call handling, resource planning and statutory compliance monitoring duties across our various customer contracts within the Facilities Services division.

Main duties and responsibilities

This role will include a variety of tasks including the following:

Organise and lead our Helpdesk team to deliver excellent customer service

Proactively monitor our customer's work order progression through to completion within their required SLAs

Respond to Client queries and escalations providing timely updates on job progressions

Oversee all planned maintenance activities across our contracts, ensuring all works are allocated and completed by our engineering and specialist sub-contractors

Assist in logging of reactive jobs accurately and efficiently via telephone and email

Utilise internal reports and dashboards to drive performance, whilst assisting everyone to meet our contractual KPIs

Generation of purchase orders for materials and subcontractor requirements

Undertake relevant administration tasks as required by the business

Liaise with our engineering resource and Contract Managers to ensure efficient planning and service delivery of all tasks.

Previous experience of organising, leading, or overseeing a helpdesk or similar fast paced environment

Experience of working to strict SLAs & KPIs

Previous experience of planning / scheduling planned and reactive tasks for a mobile workforce is desirable

Excellent Customer Service Skills

Good attention to detail including a high level of accuracy

Experience with Microsoft packages

Ability to prioritise effectively

Strong communicator with good literacy and numeracy skills

Excellent organisational and communication skills

• Strong administrative and analytical skills

Competencies

Ability to plan, priorities and delegate their own and others workload to meet deadlines

Team player with a desire for the team to suceed

Be able to use initiative whilst delivering a proactive Can-Do attitude

Ability to work under pressure and on your own initiative

Demonstrate excellent customer service

To be able to communicate at all levels