Helpdesk Team Leader
Full job description
Resource Direct Recruitment Limited
Salary: £16.8 per hour
RDR is currently looking to recruit a Helpdesk Team Leader on behalf of its client based in Stratford.
This is initially a temporary position which could lead to a permanent position for the right candidate. The shift pattern for this position is Monday to Friday 08:00am to 17:00pm
The Helpdesk Team Leader is responsible for overseeing a team of 9 Helpdesk operatives ensuring all processes are followed in line with the clients process and procedures.
Candidates are required to have experience of managing a team, have an excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service at all times.
Responsibilities associated with this role but not limited to;
* Manage the workload of the team and ensure all calls are answered and the Helpdesk inbox is managed in line with departmental Service Level Agreements (SLA’s)
* Run daily reports to ensure jobs are attended and completed within the SLA’s to minimize any overdue works
* Manage the completion process and ensure all closures are sent to the client
* To demonstrate rapid response to customer issues and show a systematic approach to problem solving
* Ensure compliance with statutory and company procedures, across all functions.
* Manage KPI Sheet and Prioritise urgent jobs. Liaise with Scheduler/Dispatcher to plan and dispatch engineers to meet urgent demand.
* Ensure SharePoint is kept up to date with the useful and the latest information.
* Contribute to reducing levels of customer complaints
* Ensure the Helpdesk operatives get the jobs logged correctly at the point of call, and provide feedback if this does not happen
* Analysis of job history/running reports to avoid duplication
* Management of Agency, Reactive and PPM PO’s
* Provide cover on the Helpdesk for any A/L or sickness
* Give toolbox talks for any internal process or Company communications/SHEQ updates
* Liaise with the technical discipline supervisors/managers to ensure SLA’s are met and for technical support and advise on faults, also escalating when issues arise with engineers, access, service matrix, etc
* Manage Customer/Client expectations
* Attend Client meetings when required to present data on helpdesk performance
* Manage the daily KPI call with the Client
* Build and maintain relationships with Third Party providers
* Work with Performance manager on data analysis and ideas to improve productivity and quality assurance
* Manage and develop team using one to one reviews/performance measures
* Undertake other duties commensurate with job role as directed
To apply for this job please visit definitejobs.co.uk.