HRGO Recruitment Northampton are looking to recruit a Help-desk Team Manager. Hours will be 40 hours per week, annual salary £25k - £30k. Ideal candidate will need to provide a professional service to all our customers, both internal and external, in all areas of the help-desk function in accordance with contractual scope. To manage, supervise and support the Help-desk team where required, providing leadership, guidance, and assistance with all associated tasks. Team player, with flexible can-do attitude. Highly motivated Customer Service Provider. Key Competencies * Keeping Calm Under Pressure * Courteous and Friendly manner at all times * Excellent Written and Verbal Communication Skills * Good Attention to Detail and Organisational Skills * Demonstrate a clear, and focused approach to Customer Services Key Responsibilities/Accountabilities * 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 This is a Temp to Perm Role where DBS checks will be required. Please contact HRGO Northampton on 01604 621333 op 1 or simply apply online for this role