Help Desk Team Leader

Recruiter
Boden Resource
Location
Dudley
Salary
£22000 - £25000/annum
Posted
11 Jul 2018
Closes
07 Sep 2018
Contract Type
Full Time
Help Desk Team Leader

South Birmingham

£22,000 - £25,000

An opportunity has arisen for an experienced Help Desk Operative to
join one of the UK’s leading Facilities Management service providers,
working on a prestigious contract in Birmingham

Main Purpose of Job:

You will be responsible for the day to day leadership of an effective
helpdesk, leading your team to deliver excellent customer service
whilst working in collaboration with all relevant business units.

Main Responsibilities:

* Customer Service Delivery: Ensure that all incoming communications
from all stakeholders are logged quickly, accurately and
efficiently, ensuring any issues are escalated to the correct
resource where necessary.

* Communication: Communicate closely with Resource Manager, share
information and updates regularly between the service desk & the
resource planning team to ensure a joined up approach to service
delivery.

* Complaints Escalation: Effectively action and prioritise any
client complaints appropriately and seek a solution to ensure
matters are dealt with within the SLA’s agreed upon

* Administration & Systems: Ensure and monitor the teams logging and
management of all reactive service calls onto the service
management system as required, ensuring that any relevant
information is obtained and recorded as required.

* KPI/SLA Performance: Ensure that all KPIs and SLA’s are being met
and exceeded where ever possible.

* Relationship Management: Developing rapport and trust with
internal and external customers, attending meetings where
required.

* Learning & Development: Providing ongoing development activities
to stretch the team and support individual objectives as part of
development and talent planning.

* Team Leading: First line management of the team to include
resourcing, performance improvement, recognition, coaching and
support.

* Planning & Reporting: to support the short, and medium term
business objectives

* Quality & Continuous Improvement: Encourage the team to find
better ways of working and seeking continuous improvement in
conjunction with the resource team and Resource Manager

To apply for this opportunity, please do so via this advert.
Alternatively, to find out more, please call Millie Platts on (Apply online only)

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