Helpdesk Manager
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Job Summary
RESPONSIBILITIES & TASKS
Helpdesk
Responsible for the management of the helpdesk function to include (but not exclusive to)
Line management of all helpdesk employees
Managing the end to end process of reactive call management. Including logging of the work follow through with the operational teams uploading of documentation customer expectation management communication with the customer through the journey closing the job in the system
Managing excellence levels of customer service throughout the journey
Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
Daily Weekly and Monthly reporting of helpdesk stats
Improvement plans against poor performing areas.
Working directly with operational teams to drive continuous improvement
Reviewing trends in data to understand quicker response times
Building process procedure and governance planning
Ensuring adherence to account KPIs and SLA metrics
Data & Process
Strategic analysis forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
Build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBRs QBRs ABRs KPIs and contractual commitments. Ensure all are laid out tracked management plans and updates to client and account lead are regular and proactive!
Build the process and procedure to operate the account
Manage the integration of global IT systems to run operations
Regular analytical reporting on all aspects of the account providing insightful management information reporting to account leadership to drive decision making
Track key internal metrics to
Roll out FOR A auditing track QHSE audits and action plans against them are being delivered
Manage document control through sharepoint and online systems provide regular audits of those documents to ensure regular updates are made
Additional
Internal monthly reports on QHSE finance and strategy
Manage the communication for the account from weekly updates through to regular flow through of communications
Ensure all new hires are processed effectively
At BGIS we believe that diversity and inclusion is a key business driver such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK
Required Experience:
Manager
Key Skills
About Company
BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
