Back to search
CBW is recruiting on behalf of one of our key clients is looking for a Helpdesk Supervisor to manage service levels to ensure excellent customer experience on the FM helpdesk.The successful candidate will be responsible for ensuring that customer expectations are consistently exceeded through effective communication. Leading the Helpdesk team, they support both internal and external customers by offering guidance, mentorship, and training to establish robust departmental systems, policies, and procedures, ensuring a consistent level of service across all areas
Hours of work:
- Work 4 days per week
- 8am to 5pm
- Office based
- Schedule reactive and help desk call outs.
- To review jobs received during the working day and allocate accordingly to Engineers.
- Supervise and manage day to day Helpdesk activities.
- Support the Helpdesk by receiving calls, logging on to the FM Support System, feeding through to operational staff and reporting back to the end user/customers.
- Monitor call activity and produce call volume reports.
- To deliver toolbox talks to staff and create and update Help Desk procedures and relate new information to staff.
- Compile and enter data into the monthly client report and submit before the monthly deadline.
- Manage the rechargeable works from the quotations to completion including requesting the PO from the client for these works.
- To participate in the training of new members of staff or to allocate a trainer, and to oversee the staff training induction sheets.
- Process purchase orders and invoices Issuing and closing planned and reactive maintenance visits inputting data.
- Support the office & Contract Managers in the administration & delivery of departmental objectives.
- Raising corrective maintenance tasks following on from PPM completed tasks.
- Organisation of day-to-day work to ensure that all key tasks are fulfilled.
- Departmental administrative housekeeping Support with the provision of information in relation to internal procedures to enable the department to add value to the Contract.
- To work with the system that supports the procurement process, providing assistance to ensuring the accuracy and efficiency of data and communications.
- Facilities management helpdesk experience is essential.
- IT proficient.
- Team leader or management experience preferred.
- Previous experience of creating and managing daily and weekly performance reports.
