Leeds - England - United Kingdom of Great Britain and Northern Ireland
Helpdesk Lead
To provide helpdesk supervision to the Account. To effectively operate the account helpdesk function, ensuring a central point of contact for all client / supply chain partner queries.
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 Concept 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 IFM Hub system in a timely fashion
* Produce reactive reports to form part of the customer and CBRE 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
Person Specification
Education
* A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
Training
* Good PC based skills, with experience in Word/Excel and Outlook – intermediate to advance level.
Aptitudes
* Excellent verbal, and good basic standard of written, communication skills.
* Self-motivated and systematic.
* Results/ task orientated, attention to detail and accuracy.
* Excellent time management and organisational skills
* Commitment to continuous improvement.
* Ability to work as part of a team, as well as independently.
Character
* Reliable and committed to customer service delivery
* Confidential and discrete approach.
* Calm manner, able to work under pressure and with changing demands and priorities.
* Smart appearance.
* Be flexible to work outside core office hours from time to time.
Service line: GWS Segment
#J-18808-Ljbffr