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Helpdesk Supervisor

Up to £11.78 per hour
Apply2019-05-16 09:13:441970-01-01Eden Brown Built Environment

Helpdesk Supervisor

Date posted: May 16, 2019
Up to £11.78 per hour
West Yorkshire, England
Job description

Responsible for the day to day management of the Helpdesk ensuring that all contractual obligations are met whilst offering a first class customer experience to all customers who contact the helpdesk.

  • 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.
  • Using analytical skills to monitor call handling stats & take action to resolve.
  • To cover for the Workflow Manager in their absence & unavailability, including attendance to low level contract conference calls, business updates & team meetings.
  • Liaise with Workflow Manager & team to communicate key areas of focus daily/ weekly.
  • Provide the team with key information i.e. tool box talks & business updates
  • The post holder will be responsible for the effective supervision of the helpdesk, ensuring that all information is correct and that the processes are followed by both the Workflow Operators and Engineers, and also by our customers.
  • They must ensure that the Helpdesk Team is adequately skilled and that all training requirements are completed.
  • The Workflow Supervisor will also carry out the duties of a Workflow operator when other Operators are occupied or absent.
  • They will require need to develop strong working relationships with engineers/ operatives, specialist sub contractors and fellow managers.
  • The post holder will be responsible for day to day monitoring of performance and operational reporting to understand and analyse helpdesk performance, primarily on reactive tasks.
  • Ensure all calls are answered in accordance with the Contractual Requirements.
  • Auditing phone calls to ensure a good standard of customer service is delivered.
  • Ensure all calls from internal / external customers are answered and logged accurately and promptly meeting SLA response times for answering calls.
  • 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.
  • Ensure that all reactive tasks are dispatched to the appropriate operative or subcontractor, taking in to consideration skill sets, and priority.
  • Ensure that Maximo is kept up-to-date and maintained.
  • Ensure proper and accurate feedback is placed back into the system from all completed reactive tasks performed.
  • Identify, propose and influence appropriate improvements to facilities management activities on the contract.
  • Ensure that there are no outstanding service requests without valid reason, and be responsible for liaising with the Client for extensions requests in relation to target times.
  • Highlight any issues with Engineer resourcing through the MI produced to the Estates Manager to ensure that performance is not affected.
  • To deliver effective customer service to customers, ensuring all requests and complaints are dealt with in a courteous, tactful and timely manner.
  • Act as a point of escalation for complaints received via the helpdesk.
  • Liaise with client and customers providing feedback and maintaining good working relationship.
  • Raising and managing Purchase Orders for materials and services through the effective communication with the service teams.
  • Ensure compliance with corporate and local processes and procedures.
  • 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.
  • Establish good team morale and drive performance.
  • Ensure adherence to the company code of values and manage any non-conformance through escalating to Manager.
  • Take ownership of concerns, issues and requests by client's members of staff and follow through to resolution.
  • Encourage a teamwork ethos in the workplace.
  • Support the Workflow Manager with 1:1s and recruitment of Helpdesk Staff.
  • Auditing of Helpdesk performance to ensure that contractual obligations are met.
  • Hold and contribute to team meetings, exchanging ideas and putting forward suggestions to improve team performance and service delivery.
  • Reporting on helpdesk performance and interrogating the data in reports to understand how to better improve performance.
  • To effectively operate all software / systems, for example, Maximo and Infoview, as required.
  • To generate operational performance management reports and internal reports on a regular basis or as required by the Management Team.

Create and deliver Maximo Reports, agreed with key users, both internal and external reporting

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.

Reference: HESU0519_1557994423