Due to continued Investment and growth, an exciting opportunity for a Help Desk Operations Manager has arisen. This job would be ideal for someone with extensive help desk experience & knowledge in running & managing a busy help desk together with managing a team of engineers & operatives.
PROBLEM SOLVERS WITH A CAN-DO ATTITUDE NEED ONLY APPLY
Go-Fix Mechanical & Drainage Services provide drainage, plumbing, ground works, vacuum tanker and other various key maintenance services for a broad range of clients in Greater London & the surrounding counties.
* As the help desk operations manager, you will be expected to deliver a high standard of work with excellent customer service
* To manage a team of help desk operatives carrying out varied tasks including running & updating client portals, ensuring WIP numbers are managed & delegated accordingly
* Updating key account clients & working alongside the accounts team in order to ensure works, call outs & projects are brought to the correct conclusions
* Able to prioritize workloads, Multitasking is a must as we are a fast paced reactive help desk
* Excellent organisational skills, able to work to deadlines and work under pressure
* Excellent telephone manner
* Great management & communication skills - able to deal with customers and all levels
* Proficient in Microsoft Office programs excel Outlook and Word
* Have the ability to pick up new processes, retain and process Information
* Ability to be part of a team and carry out of variety of tasks
* The ability to work on own as well as managing a team & manage time effectively and efficiently
Requirements
* Monitoring mailboxes
* Running a team of help desk administrators
* Managing a number of client portals & updating clients accordingly
* Login and following up of emergency call out orders & PO’s
* Ensuring all jobs from previous evenings and weekends are updated
* Answering high volume inbound calls, assisting customers with specific inquiries and job bookings
* Operating uploading and updating jobs on our company job management system
* Updating worksheets with changes and statuses of each job
* Ability to prioritize his own workload to meet deadlines
* Providing of level of support to the help desk administrators & operations managers
* Providing clients with updates on the progression of jobs and projects
* Working to time scales as part of a high performing team
* Working alongside operations managers within the business & reporting to directors on a weekly basis
* Monday to Friday 7.30 am to 5.30 pm plus the requirement of overtime as needed
* Out of hours Escalations being 1 evening per week plus 1 weekend per month
Salary
£40'000 - £55'000 + Over time (Based on experience)
Benefits
* Full uniform & PPE provided
* Company vehicle & fuel card
* Company Iphone & IPad provided
* Progression & salary increases based on performance
* Free Perk-box subscription
* Additional holiday benefit
* Company pension
* Be part of a strong up & coming business that is experiencing year on year growth