The Helpdesk Supervisor will be personally responsible for the management and training of the Helpdesk team to ensure monthly targets and objectives are achieved.

The Helpdesk Supervisor will be responsible for assisting with the Monthly KPI production and ensuring information recorded within Maximo is accurate and on completed in a timely manner.

 

JOB PURPOSE:

To operate/ Supervise a professional, courteous and customer focused central Helpdesk function providing effective communication and feed back to the Client, end-users, and Operations.

 

MAIN DUTIES AND RESPONSIBILITIES / KEY RESULTS AREAS:

 

Supervise the Helpdesk team ensuring clear direction is provided and objectives are communicated and achieved through performance monitoring.

 

Provide Helpdesk training as required throughout the contract, to ensure the Helpdesk team is fully conversant in contract scope and estate requirements at all times.

 

Function as a focal point for all estate requirements providing or disseminating information as required. This includes collaboration with all key Stakeholders such as Housing or Families officers.

 

Monitor all types of leave and routine breaks ensuring the Helpdesk is always suitable staffed.

 

Support the Performance manager in ensuring all Helpdesk specific KPIs are achieved. If/when a Helpdesk KPI has failed support in corrective action that is

 

Conduct weekly monitoring of all upcoming and outstanding reactive work orders and report to the Head of Operations to ensure end of month KPIs are achieved and the CAFM system is updated accurately.

 

Undertake constant analysis of all Helpdesk work activities to identify performance trends and/or areas for improvement.

 

Conduct regular reviews of the Maximo database ensuring all information is accurately maintained and report any discrepancies found directly to Operations or the relevant teams as required.

 

Provide support with monthly/annual reports and ad-hoc reports as requested.

 

Administrate the Complaints Process, ensuring communications are promptly disseminated and rectified/investigated in a timely manner.

 

Assist with Monthly EM02 5% Reactive Inspections providing samples and evidence as and where required, ensuring any corrective actions are rectified asap.

 

Record and Data Management for audit traceability 

 

This Job Description is not exhaustive and other duties and responsibilities of a similar level and nature may be required.

 

Competencies:

 

Team Commitment

Participate constructively in team meetings and decision making.

Officially support team decisions and agreed actions.

Organisational Awareness

Achieving implementation of corporate and contractual QSHE.

Sets standards for high performance

Think laterally to identify innovative solutions to business issues.

Act decisively in difficult business situations.

Focus on raising quality and customer and consumer satisfaction.

Commitment

Seek feedback and recognize own specific development needs.

Pursue opportunities to develop them.

Actively seek and acknowledge high performers and invest on their development.

Develop a number of potential successors.

Be an effective coach to all direct reports.

Role model coaching and mentoring and encourage a culture of development.

Personal, Professional and Technical

Planning and Organising- Organises and schedules events, activities, and resources. Monitors timescales and plans

Persuasiveness - Influences, convinces, or impresses others in a way that results in acceptance, agreement, or behaviour change.

Communication skills - Oral - speak clearly, fluently and in a compelling manner to both individuals and groups.

Written - writes in a clear and concise manner, using appropriate grammar, style, and language for the reader.

Creativity & Innovation - Creates new and imaginative approaches to work-related issues. Identifies fresh approaches and shows a willingness to question traditional assumptions.

Action Orientation - Demonstrates a readiness to make decisions, take the initiative and originate action.

Flexibility - Successfully adapts to changing demands and conditions.

Personal Motivation - Commits self to work hard towards goals. Shows enthusiasm and career commitment.

Operating with Integrity - Acts with professionalism and integrity at all times when dealing with others, demonstrating a fully responsive and co-operative manner to deliver the highest level of internal and external service