Administration / Helpdesk Supervisor

Administration / Helpdesk Supervisor
Location: Primarily based at Portsmouth, but will be required to work at other offices

Basic salary £27,000 – £30,000 (depending on experience)
Job Type: Permanent
Start Date: ASAP
Hours: Monday to Friday – Alternating Work Pattern – 07:30 – 16:00 / 08:30 – 17:00

 

The Role

This position is responsible for ensuring an outstanding level of customer services within the maintenance department for all new and existing clients. Supervising the helpdesk team and managing the technical support of staff. Responsible for leading the helpdesk in engaging in more proactive planning and support of contracts and contract specific tasks and organising the helpdesk to be flexible and adaptable in meeting the changing needs of the client.

You will be primarily based at our office within Portsmouth; however you will be required to work from our office in Southampton and Whiteley on a regular basis.

 

 

Key Responsibilities include, but not limited to;

Operational

  • Supervise the Helpdesk/administrative staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
  • Gather and analyse data to benchmark the helpdesk workload/performance and identify trends in various issues
  • Enforce quality of service guidelines for dealing with customers, completing services, reaching KPIs and overall customer satisfaction
  • Ensure that staff provides timely and considerate customer service to clients by monitoring helpdesk calls and logs and resolving any issues
  • Analysing and identifying trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new procedures
  • Produce monthly and quarterly client reports
  • Assist with client invoicing and applications on a monthly basis
  • Coordinate helpdesk team so that maximum calls are taken
  • Ensure contract KPI and SLA’s are being met and identify any shortfalls to appropriate contract manager
  • Run performance stats for each helpdesk operative to use as a tool for support
  • Manage customer/supplier complaints and praise appropriately
  • Manage job status
  • Manage aged jobs
  • Seek & respond to customer feedback
  • Regularly audit workflow

 

People

  • Train helpdesk staff on operational procedures and daily tasks
  • Establish high morale, passion and enthusiasm within the team
  • Create incentives to promote exceptional performance
  • Issuing daily rotas, shift patterns and breaks
  • Ensure helpdesk team have cover at all times and can function normally to cover periods of sickness and holiday
  • Carry out reviews, appraisals and disciplinaries if necessary
  • Liaise and manage communications with out of hours bureau
  • Ensure effective communication between management, helpdesk staff and other colleagues within the business
  • Interview potential candidates and manage the induction/ training process for new team members

 

Knowledge, Experience and Skills

  • Experience of service delivery with a high level of customer service focus
  • Strong knowledge of a facilities maintenance environment
  • Ability to communicate at all levels
  • Strong leadership skills, with the desire to inspire others
  • Develop good and effective relationships with all aspects of the business internally and externally
  • Flexible attitude and proactive nature
  • Excellent written and verbal communication skills
  • Able to work both independently or as part of a team
  • Attention to detail
  • Ability to use, teach Microsoft operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher

 

Package

Basic salary £27,000 – £30,000 (depending on experience)

Company annual bonus

Company pension

31 days’ holiday (including bank holidays)

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