We are currently looking for a Helpdesk Team Leader to join our team on the University of Liverpool contract.
Main Duties & Responsibilities
* Direct the team to achieve its objectives daily.
* Develop and implement efficient working methods with the admin manager to meet KPIs and SLAs.
* Log calls/jobs on the helpdesk system received via telephone, email, or in person.
* Allocate work orders/purchase orders to the maintenance team or supply chain.
* Take ownership of the PPM schedule and reactive maintenance jobs, ensuring completion in line with service requirements.
* Work closely with the contract administration team.
* Liaise and follow up with sub-contractors and in-house staff.
* Ensure tasks are completed according to the PPM planner and SLAs/KPIs.
* Maintain the database with current specialist subcontractors' contact details.
* Track job progress against KPIs, including response and rectification times, and implement escalation procedures.
* Report job progress and close-out to clients and contract staff.
* Update asset history with work records.
* Upload and amend asset information in the helpdesk and CAFM system.
* Record time, materials, and contractor costs for completed PPM jobs in the CAFM system.
* Assist managers with procedural changes and training, including documentation.
* Maintain an effective filing system for all CAFM-related documentation.
* Assist the Audit/Compliance Manager to keep statutory paperwork up to date and properly stored.
* Perform general administrative duties as reasonably required.
Employee Benefits
* Overtime at 1.5x on weekdays and 2x on weekends, with day in lieu on bank holidays.
* Standby rate of £15 per day and £50 on bank holidays.
* 24 days holiday plus bank holidays, pro-rated for shift workers.
* Option to buy and sell holidays (buy 5 days, sell 2 days).
* Life assurance.
* Auto-enrolment pension scheme.
* Employee Assistance Program (EAP).
* Cycle to work scheme.
* Purchase an electric vehicle via salary sacrifice.
* Employee discounts with various brands.
* Learning and development programs, training, and career opportunities.
What You Can Expect From Us
Join an entrepreneurial, inclusive culture where we succeed together. Develop your strengths and enjoy a fulfilling career with varied experiences. Discover where Integral and JLL can take you—apply today!
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