Help Desk Team Leader

Reporting in to line manager (HD Manager), this role will be to ensure effective operation of the FM Helpdesk using a hands-on and strategic approach.  Auditing and reporting to HD Manager on helpdesk performance.  Assisting the HD Manager as required with the wider element of business reporting and customer service relations.

Responsibilities:

• Day-to-day HD tasks and overseeing of HD output
• Day-to-day Management of 2 HD staff (helpdesk co-ordinators)
• Processing helpdesk tasks, taxi bookings, e-mail requests, conference bookings etc.
• Co-ordinating and hosting events
• Reporting to HD Manager (staff performance, audit results, trend reports etc.)
• An element of FM Systems maintenance (FSI, Condeco) as directed by HD Manager
• Cross training on FM systems and HD processes
• Updating HD Process Manual as required and always seeking to improve/streamline current processes – final approval from Helpdesk Manager
• Liaising with FM contractors on HD tasks (chase up overdue tasks, re-assign tasks etc.)
• Manage the floor checks rota

Requirements:

• Strong knowledge of Condeco and FSI System Administration or similar CAFM systems
• Advanced knowledge of Microsoft Outlook, Excel and Word
• Strong written and verbal communication skills (clear and concise)
• Excellent customer service skills
• Strong work ethic
• Positive and professional attitude

If this position would be of interest to yourself, please send your CV across to cv@maxwellstephens.com OR call 0207 1184848 for more information.