Helpdesk Supervisor

  • Temporary
  • Wakefield (WF1)
  • Salary: £ 11.78 per hour
  • Job Reference: MM/HQ00012131

Our client, an international facilities services provider, is looking to appoint a Helpdesk Supervisor for a period of 6 months to assist with the running of the helpdesk system at one of their medical sites in Wakefield.

Some of the responsibilities of this role include:
– To be responsible for the day-to-day performance of a team of Helpdesk operators including; call monitoring, 1-2-1’s, objective setting, absence management, and planning.
– Monitoring contract performance (including SLA performance, chasing work down and service request management)
– Identifying issues and pro-actively offering solutions to improve performance.
– To ensure that the Helpdesk Team is adequately skilled and that all training requirements are completed.
– Auditing phone calls to ensure a good standard of customer service is delivered.
– Ensure all calls from internal / external customers are answered and logged accurately and promptly meeting SLA response times for answering calls.
– Ensure that there are no outstanding service requests without valid reason and be responsible for liaising with the Client for extensions – requests in relation to target times.
– Act as a point of escalation for complaints received via the helpdesk.
– Hold weekly Helpdesk Meetings and ensure that key topics are discussed and that all Workflow Operators receive useful communication about any changes within the contract or operations.
– Support the Workflow Manager with 1:1s and recruitment of Helpdesk Staff.

The shift pattern is likely to be 7.5hrs per day, working 5 out of 7 days each week usually starting at 08:00am during the week (though occasional later starts and finishes may be required). Candidates will most likely have to work every other Sunday as one of their 5 working days.

Ideal candidates will have strong understanding of Helpdesk software (preferably Maximo), Strong communication and organisational skills and possess an Enhanced DBS certificate dated within the last 12 months (candidates without the certificate could still be eligible for the role but must be willing to be put through an Enhanced DBS check).

For this the client are looking to offer an hourly rate of £11.78 per hour and as this is a temporary position that will be paid weekly through Catch 22. This role will most likely run until November 2019.

Start Date: 20 May 2019