Helpdesk Team Leader

FM Helpdesk Team Leader

Contract

Location: Southwark

Hourly rate; Up to £14.42 per hour

Working within a busy Maintenance Department the Helpdesk Team Leader is responsible for working on a High profile contract whilst supervising a small team of Coordinators

The main duties of the role will include:

• Coordinating team so that maximum amount of calls is taken
• Logging service requests by telephone and email
• Ensure compliance with statutory and company procedures
• Understand, identify and apply the Service Level Agreement (SLA)
• Prioritising urgent jobs
• Dealing with complaints as required
• Analysis of job history/running reports
• Promote customer feedback and surveys
• Interviewing/Training
• Carrying out one to ones, grievances and disciplinary meetings
• Coordinate Out of Hours team
• Helpdesk diary management coordinating annual leave and shift patterns
• Liaising with subcontractors to ensure they are providing adequate service
• Performance Reporting
• Managing and updating all spreadsheets ensuring are compliant etc.