Helpdesk Team Leader

Overview

Lead helpdesk team, manage KPIs, SLA, maintenance jobs, and admin tasks.

Key Responsibilities

• cafm updates
• ppm scheduling
• work allocation
• kpi tracking
• helpdesk logging
• client reporting

Tasks

-Updating asset history with works record sheets. -Ensure data in respect of time, materials and contactors’ costs (in respect of completed PPM jobs) are recorded onto the CAFM System. -Ensure tasks are completed in line with the PPM planner & SLA’s/KPI’s -Allocate work orders/purchase orders to directly employed maintenance team and/or supply chain. -Report back to clients and contract staff on job progress and close out. -Uploading and amendment asset information as held in the helpdesk and CAFM system -Work closely with the contract administrator team -Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures. -Maintain an effective filing system for all documentation related to the CAFM System, not limited to performance reports on jobs completed in time, outstanding and overdue. -Assist the Audit/Compliance Manager to ensure all statutory paperwork is up to date and stored in the Company filing system. -Assist Managers with implementing procedural changes and training, including the production and maintenance of required documentation -Direct the team accordingly to each day to enable the team to achieve its objectives -Develop and implement efficient working methods with the admin manager to ensure KPI’s and SLA’s are met -Log calls/jobs on the helpdesk system. -Liaise and follow up with sub-contractors & in-house staff -Take ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements.

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Benefits

-Overtime x1.5 on weekday and x2 on weekends + day in lieu on bank holidays -Standby rate is £15 per day and £50 on bank holidays -Cycle to work scheme -Employee Assistance Program (EAP) -Purchase an electric vehicle via salary sacrifice -Learning and development programs, training and career opportunities. -24 days holiday plus bank holidays (pro rata into shifts for shift workers) -Employee discounts with various brands -Ability to buy and sell holidays – buy 5 days & sell 2 days -Auto-enrolment company pension scheme -Life assurance

About Jll

-Founded over 200 years ago, JLL has become a global leader in real estate services and investment management. -With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets. -JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios. -The company is known for its innovative solutions in real estate technology and sustainability. -Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory. -JLL has pioneered the integration of data-driven insights into real estate decision-making. -The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure. -Notable for its long-standing history, JLL continues to shape the global real estate landscape.

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