Helpdesk Teamleader
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Helpdesk Teamleader
Competitive salary
North Lanarkshire
We are currently seeking to employ a Helpdesk Team Leader who will assist in leading our established team with call handling, resource planning and statutory compliance monitoring duties across our various customer contracts within the Facilities Services division.
Main duties and responsibilities
This role will include a variety of tasks including the following:
- Organise and lead our Helpdesk team to deliver excellent customer service
Proactively monitor our customer's work order progression through to completion within their required SLAs
Respond to Client queries and escalations providing timely updates on job progressions
Oversee all planned maintenance activities across our contracts, ensuring all works are allocated and completed by our engineering and specialist sub-contractors
Assist in logging of reactive jobs accurately and efficiently via telephone and email
Utilise internal reports and dashboards to drive performance, whilst assisting everyone to meet our contractual KPIs
Generation of purchase orders for materials and subcontractor requirements
Undertake relevant administration tasks as required by the business
Liaise with our engineering resource and Contract Managers to ensure efficient planning and service delivery of all tasks.
Escalate potential SLA failures in advance to optimise opportunity to avoid failure
Qualifications and Experience
Essential:
- Previous experience of organising, leading, or overseeing a helpdesk or similar fast paced environment
Experience of working to strict SLAs & KPIs
Previous experience of planning / scheduling planned and reactive tasks for a mobile workforce is desirable
Excellent Customer Service Skills
Good attention to detail including a high level of accuracy
Experience with Microsoft packages
Ability to prioritise effectively
Strong communicator with good literacy and numeracy skills
Excellent organisational and communication skills
- Strong administrative and analytical skills
Competencies
- Ability to plan, priorities and delegate their own and others workload to meet deadlines
Team player with a desire for the team to suceed
Be able to use initiative whilst delivering a proactive Can-Do attitude
Ability to work under pressure and on your own initiative
Demonstrate excellent customer service
To be able to communicate at all levels
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