Helpdesk Team Leader

Crawley, West Sussex
08 Mar 2019
05 Apr 2019
Carla Manser
Contract Type
Full Time

Helpdesk Team Leader - Permanent role - Crawley -
***40 hours per week (Monday to Friday - 09.00am to 6.00pm)***

The Opportunity
A fantastic opportunity has arisen for an experienced, confident Helpdesk Team Leader. You will work as part of a busy Facilities Management Team to provide an efficient, helpful and professional customer support service to 28 locations across the UK.

Duties and Responsibilities:

*You will be extremely customer focused and be able to deal with enquiries and queries in a proactive and efficient manner, ensuring guest satisfaction at all times
*Manage the switchboard on the Helpdesk, aiming to answer all phone calls within 3 rings
*Accurately log tasks onto the CAFM system in a timely manner giving appropriate priority and assign to engineer/contractor
*Keeping customers fully aware of the progress of their request
*Communicate with engineers and contractors for call resolution with follow up chaser calls
*Generating PPM task sheets for engineers to action on a weekly basis
*Schedule and organise PPM visits which will include obtaining approval from stakeholders for contractor attendance
*Liaise with contractors to ensure service records are received promptly following completion of works
*Issuing of purchase orders to suppliers
*Producing reports from the CAFM system and reviewing open/in progress/overdue/late tasks

What you'll need:
*Is passionate about delivering excellent customer service and support services to our clients and customers
*Acts with honesty and integrity
*Exceptional interpersonal skills both in person and by phone, with high professionalism and excellent written and spoken English
*High expectations for quality and an eye for detail
*High standard of personal presentation
*Team player who always projects the IFM ethos of One Team, and having staff who love working for us and customers who love working with us

Desirable Experience

*Previous Facilities experience
*Health & Safety experience
*Trade experience (i.e. electrical/plumbing etc.)

Do you have previous experience running a busy helpdesk and are looking for a new challenge with diversity?

Then please apply below

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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