Helpdesk Co-ordinator

7 days left

29 May 2019
26 Jun 2019
Ms Sara Noad
Job Function
Contract Type
Full Time

To successfully supervise a highly trained team of helpdesk operators, covering a 7-day week, 24-hour rota to provide a comprehensive helpdesk service to meet the clients’ expectations, within all Company policies, procedures and guidelines.

Main responsibilities

  • Day to day management of the helpdesk team ensuring a quality service is maintained and delivered to the agreed SLA.

  • Provide a comprehensive help desk service, receiving, logging and responding to direct verbal, telephone and e mail communications, ensuring that all service requests are logged accurately and events are reported.

  • Analyse the CAFM system reports to ensure accuracy and compliance.

  • Provide information and data from the CAFM system to the compliance manager to complete the monthly monitoring report.

  • Generate activity request reports and communicate to departments.

  • Conduct quarterly customer satisfaction surveys.

  • Manage weekly rotas ensuring effective and economic deployment of the team.

  • Monitoring, measuring & reporting (monthly) upon agreed KPI’s.

  • To ensure the teams are supported, trained, coached and developed.

  • Conduct annual appraisals and mid-term reviews with the teams.

  • Manage labour turnover & identify recruitment requirements.

  • Managing absence in line with company policy.

  • Implement & review all relevant HSE procedures, promoting a safety culture.

  • Participate in own development and service developments in conjunction with the compliance manager.

  • Ensure all duties are carried out in line with required standards.

  • Promote the department and act as a Compass Advocate at all times.

Ideal candidate

  • Communication

  • Customer Focused

  • Integrity

  • Problem Solver

  • Supervisory Experience

  • Knowledge of CAFM

  • Experience in Facilities Management

  • Analytical

  • Excellent communication and organisational skills

  • I.T literate

  • DBS cleared