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 cafm 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 Hub system in a timely fashion
* Produce reactive reports to form part of the customer and company 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