Job Description
Helpdesk Manager - Reactive Maintenance
Waltham Abbey, Essex | £40k + Package
Brief:
We have a full time role for an enthusiastic, dynamic, forward thinking Reactive Maintenance Helpdesk Manager to join our busy, friendly building contractors and shopfitting Company based at our office in Waltham Abbey, Essex. The post holder will be responsible for working on a high-profile helpdesk whilst supervising a team of multi trade operatives and support admin.
Duties:
1. Manage and co-ordinate helpdesk team
2. Receiving and distributing clients service requests including scheduling the engineers in a prioritising and coordinated manner
3. Reactive technical support for the engineers, when required
4. Skills test new operatives
5. Sourcing and ordering parts/materials, when required
6. Process improvements to hit KPI's and SLA's
7. Monitoring the logging service requests by telephone and email
8. Ensure compliance with statutory and company procedures undertaken by the team
9. Updating and checking client portals
10. Arranging return visits for engineers for uncompleted jobs or to fit additional parts
11. Full responsibility for diary management of allocated engineers and contractors as needed
12. Estimating / Pricing / Invoicing
13. Ensuring all in...