Qualifications or Required Experience:
Experience of managing a team
Ability to develop effective relations with key stakeholders including senior management, customers, staff teams and clients
Helpdesk Team Leader will form part of a team responsible for the recording, allocation and progressing of reactive engineering requests on the contract.
Working Hours are Mon - Fri 8am-17pm, however must be flexible in meeting with all Helpdesk team members due to 24/7 coverage of Helpdesk.
Will oversee a team of 9 HELPDESK operatives and ensure all processes such as absence, lateness, and adherence, are followed in line with Engie's processes and procedures
Manage the workload of the team and ensure all calls are answered and the Helpdesk inbox is managed in line with departmental Service Level Agreements (SLA's)
Run daily reports to ensure jobs are attended and completed within the SLA's to minimize any overdue works
Manage the completion process and ensure all closures are sent to the client
To demonstrate rapid response to customer issues and show a systematic approach to problem solving
Ensure compliance with statutory and company procedures, across all functions.
Manage KPI Sheet and Prioritise urgent jobs. Liaise with Scheduler/Dispatcher to plan and dispatch engineers to meet urgent demand.
Ensure SharePoint is kept up to date with the useful and the latest information.
Contribute to reducing levels of customer complaints
Ensure the Helpdesk operatives get the jobs logged correctly at the point of call, and provide feedback if this does not happen
Analysis of job history/running reports to avoid duplication
Undertake other duties commensurate with the job role as directed
To take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate with his/her employer so far as is necessary to enable them to carry out their statutory duty.
Escalate to the FM Team if they get pushback on updates/closures/access from the Stations in hours and out of hours
Monitor the Helpdesk inbox ensuring all emails are answered within 24 hours and logged asap in Planon especially for P1/P2's due to SLA
Ensure their team are always available to answer incoming calls
Ensure all jobs are allocated within agreed SLAs - using Planon and Power BI Report to ensure not missed/breached
Complete any return to works for their team
Raise PO's for agency operatives each month and Receipt and approve invoices.
Management of Reactive and PPM PO's
Give toolbox talks for any internal process or Engie communications/SHEQ updates
Ensure rota for the Helpdesk is updated
Monitor work orders for SLA breach using Planon dashboards and Power BI Reports
Liaise with the technical discipline supervisors/managers to ensure SLA's are met and for technical support and advise on faults, also escalating when issues arise with engineers, access, service matrix, etc
Manage ARL's expectations
Attend Client meetings when required to present data on helpdesk performance
Manage the daily KPI call with the Client
Build and maintain relationships with Third Party providers
Work with Performance manager on data analysis and ideas to improve productivity and quality assurance
Manage and develop team using one to one reviews/performance measures
Oversee Helpdesk operatives are completing their daily task's (allocate tasks for the day check complete throughout the day)
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