Helpdesk Lead

To provide helpdesk supervision to the Account. To effectively operate the account helpdesk function, ensuring central point of contact for all client / supply chain partner queries.

Main duties and responsibilities of the role

• Supervision of helpdesk team
• Responsible for ensuring service levels are met and exceeded
• Active member of helpdesk team, dealing with day to day client calls and initial point of escalation for all helpdesk related issues
• Ensure accuracy of all incoming reactive jobs within Concept system and allocate to the site team, monitor and control quality of team performance.
• Ensure self / team follow up on all jobs to ensure completion within the SLA’s.
• Actively manage and monitor Web quote status, build relationship with client teams to ensure efficient processing of additional works
• Communicate clearly with the customer on the status of the jobs they have logged, checking that the customer is fully satisfied with the service they received.
• Build relationships on site, with suppliers and sub-contractors to assist with the delivery of a prompt and professional service to the client.
• Ensure sign off all reactive tasks on the IFM Hub system in a timely fashion
• Produce reactive reports to form part of the customer and CBRE reports.
• Assist in Contract Support duties when required. This may include logging timesheets and expenses, raising purchase orders and assisting with monthly reports and contract review packs.
• Any other reasonable management request

Person Specification
Education- A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Training- Good PC based skills, with experience in Word/Excel and Outlook – intermediate to advance level.

• Aptitudes

• Excellent verbal, and good basic standard of written, communication skills.

• Self-motivated and systematic.

• Results/ task orientated, attention to detail and accuracy.

• Excellent time management and organisational skills

• Commitment to continuous improvement.

• Ability to work as part of a team, as well as independently.

• Character- Reliable and committed to customer service delivery

• Confidential and discrete approach.

• Calm manner, able to work under pressure and with changing demands and priorities.

• Smart appearance.

• Be flexible to work outside core office hours from time to time.