Helpdesk Team Manager for Leading Hospital Trust

£40,000

Oxfordshire

DBS checks will be required.

We have an exciting opportunity for an experienced Helpdesk Manager to join a fantastic team based within the Hospital.

As the Helpdesk Team Manager you will effectively manage and develop services to the satisfaction of the Client using standards set by the company and ensuring the consistent delivery of the contract through adhering to the Client specification. To monitor and review the service and establishing strong formal and informal links with all parties.

Essential Criteria:

• Previous Helpdesk management experience
• Understanding of compliance demands
• Previous experience of managing people
• Customer focused
• Self-confident with excellent leadership skills
• Excellent interpersonal skills
• Calm and patient under pressure
• Good time management skills
• Organised and methodical
• Flexible approach to working hours
• Able to adapt to fluctuating workloads

Key Responsibilities will include:

• Ensuring Helpdesk Overall Performance for calls are answered within the KPI - 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox
• Creation of Weekly/Monthly Performance Data, conducting trend analysis,
• Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system
• Ensuring all HR and staff management is carried out and followed, such as absence, lateness, adherence
• Work from daily reports provided to ensure job are attended and completed within SLAs to minimise any overdue works, to ensure there is a fair distribution of work load to all
• Undertake general administration to support the department, ensuring all service standards are met
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving
• To resolve issues at first level and escalate when required
• To take ownership of their work and be empowered to make their own decisions

If you have the right experience and skills required pleas can you send your cv without delay today