Help Desk Manager - Reactive Maintenance

Description

• Carrying out one to ones, grievances, and disciplinary meetings
• Ensuring all invoicing is completed daily, to include all jobs completed by allocated engineers, PM work and unallocated engineers as required by the business, liaising with engineers.
• Process improvements to hit KPI's and SLA's
• Skills test new operatives
• Arranging return visits for engineers for uncompleted jobs or to fit additional parts
• Full responsibility for diary management of allocated engineers and contractors as needed
• Liaising with subcontractors to ensure they are providing adequate service
• Reactive technical support for the engineers, when required
• Updating and checking client portals
• Helpdesk diary management coordinating annual leave and shift patterns
• Sourcing and ordering parts/materials, when required
• Estimating / Pricing / Invoicing
• Attend management meetings, follow up actions as necessary
• Dealing with complaints as required
• Managing and updating all spreadsheets ensuring are compliant etc.
• Receiving and distributing clients service requests including scheduling the engineers in a prioritising and coordinated manner
• Manage and co-ordinate helpdesk team
• Monitoring the logging service requests by telephone and email
• Analysis of job history/running reports
• Ensure compliance with statutory and company procedures undertaken by the team

Requirements

• Solid experience of working with computer as well as industry specific systems and data entry
• IT literate to a high level (including Word, Excel, Outlook etc)
• Good with figures
• Experience of working in a call handling environment, preferably in the building sector
• Demonstrable interpersonal skills over telephone, email and in person
• Reactive Maintenance Helpdesk Manager experience
• Ability to use questioning skills to identify root causes of client issues and find solutions in an efficient and customer focused manner
• Ability to prioritise workload and delegate proportionately
• Highly organised
• Good work ethic
• Good timekeeping
• Ability to be calm under pressure and manage clients’ issues and expectations suitably

Benefits

• Starting salary £40,000.00 per annum
• Annual leave: 28 days rising to 33 days (includes Bank Holidays) after one full year of service
• Company Pension after 3 months
• Group Life Scheme after 6 months of service

Training + Development

Interview process

Visa Sponsorship

Security clearance