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Helpdesk & Performance Team Leader job in London job in England

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Job Ref:  119881 NPB
Employer:  Morson International
Country:  United Kingdom
City:  England
17/10/2016 20:24
WE are recruiting for a Helpdesk and Performance Team Leader to be based at Queen Elizabeth Olympic Park, London. This is a permanent full time role (working 40 hours per week) and on offer will be a salary of £28,000 to £32,000 per annum.
The main duties and responsibilities are:
  • To lead a team with strong customer experience values and develop skillsets of all to provide a resilient, multi-skilled team
  • Oversee emails to Helpdesk to ensure customer requests are responded to promptly by the team. The role will also involve relevant report compilation and distribution.
  • Responsible for ensuring client calls and emails are also handled regarding new service requests and providing administrative support where appropriate. Manage a small helpdesk team, conducting weekly team meetings, and annual appraisals.
  • Prepare and submit accurate and punctual monthly reports for your service area.
  • Develop effective working relationships with operational personnel, business partners, suppliers and sub-contractors to improve operational performance.
  • Responsible for the operational performance and consistency of service delivery.
  • Develop, agree and maintain an operational despatch manual for the main contract as well as others helpdesks across the division.
  • Analyse and report on resources to optimise service delivery and reduce operating costs through efficiencies
  • Work closely with the supervisor to monitor productivity of engineers and ensure they are productive.
  • Weekly review of outstanding work and completion levels for both PPM and RW and issuing of the weekly reactive report to the client
  • Monitor and control SLAs and KPIs and ensure jeopardy management processes are implemented and adhered to
  • Hold Review meetings with operational teams to review performance, opportunities and risks.
  • To provide cover for colleagues during sickness, annual leave To assist in the implementation of a new CAFM system, Planon
  • Provide administrative support in keeping records (sickness/holiday absences, overtime, works, inspections, audits, etc.) and general office administration.
  • Raising of purchase orders and approving of purchase orders on Coupa. Liaising with Administration and Contract Manager to ensure the quotes are approved.
  • Management of planning, dispatching & closing down of reactive work orders and PPMs within Maximo
  • Clear communication of the company vision and objectives ensuring the implementation of new procedures

  • Prior experience of helpdesk and delivering high levels of customer service
  • Experience of Managing a small team (Requirement)
  • Proficient in use of Excel
  • Excellent man management skills

  • Skilled in helpdesk call processing
  • An effective communicator both written & oral
  • To plan, prioritise and allocate work
  • Flexible and adaptable approach to work
  • Preferably Maximo trained, however job specific training can be provided
  • Good reporting skills and a good eye for a detail
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