Help Desk Lead

Helpdesk Lead

To provide helpdesk supervision to the Account. To effectively operate the account helpdesk function, ensuring central point of contact for all client / supply chain partner queries.

Main duties and responsibilities of the role

1. Supervision of helpdesk team
2. Responsible for ensuring service levels are met and exceeded
3. Active member of helpdesk team, dealing with day to day client calls and initial point of escalation for all helpdesk related issues
4. Ensure accuracy of all incoming reactive jobs within Concept system and allocate to the site team, monitor and control quality of team performance.
5. Ensure self / team follow up on all jobs to ensure completion within the SLA's.
6. Actively manage and monitor Web quote status, build relationship with client teams to ensure efficient processing of additional works
7. Communicate clearly with the customer on the status of the jobs they have logged, checking that the customer is fully satisfied with the service they received.
8. Build relationships on site, with suppliers and sub-contractors to assist with the delivery of a prompt and professional service to the client.
9. Ensure sign off all reactive tasks on the IFM Hub system in a timely fashion
10. Produce reactive reports to form part of the customer and CBRE reports.
11. Assist in Contract Support duties when required. This may include logging timesheets and expenses, raising purchase orders and assisting with monthly reports and contract review packs.
12. Any other reasonable management request

Person Specification

Education

• A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Training

• Good PC based skills, with experience in Word/Excel and Outlook - intermediate to advance level.

Aptitudes

• Excellent verbal, and good basic standard of written, communication skills.
• Self-motivated and systematic.
• Results/ task orientated, attention to detail and accuracy.
• Excellent time management and organisational skills
• Commitment to continuous improvement.
• Ability to work as part of a team, as well as independently.

Character

• Reliable and committed to customer service delivery
• Confidential and discrete approach.
• Calm manner, able to work under pressure and with changing demands and priorities.
• Smart appearance.
• Be flexible to work outside core office hours from time to time.