Job Ref: 215791247

Date: 2022-02-11 09:34:55

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Concept Resourcing are currently looking to recruit an Experienced Customer Service/ Helpdesk Supervisor commutable to Milton Keynes to join a leading IT services organisation
The role is to supervise the client helpdesk and coordinate activities. The successful candidate will be expected to be the first point of contact to handle all service communications and escalations.

Package information:

8:00am – 16:00pm & 9:00am – 17:00pm (alternate weeks)
£ 25,000 per annum
Maternity Cover
Hybrid workingThe Role:

Act as Supervisor to the Helpdesk Administrators, providing guidance and training as necessary.
Ensure that activities for the Helpdesk team are coordinated and consistent; make sure that processes and procedures are followed correctly in accordance with guidelines.
Produce a complete and up to date manual for the Service Helpdesk, to cover all aspects of the Helpdesk Administrator role and all related activities and the processes are adhered to.
Monitor existing processes and if required recommend improvements to improve Helpdesk efficiency.
Monitor Service performance and keep track of engineer service delivery against contractual requirements and business targets.
Ensure all Service Management data is accurate and in conformance to current service level agreements.
Produce detailed and accurate reports on PPM and Installation schedules that meet customer SLAs.
Provide cover for Helpdesk on call logging and call closures
Maintain asset registers with up-to-date information on site details, serial number and asset tag information
Prepare Chargeable jobs ready for Service invoices in accordance with customer requirements and/or company guidelines
Ensure all Jobs are closed, correctly any invoicing for chargeable calls are highlighted to the relevant department and any issues are communicated at time of issue.
Company fleet management/admin
Travel arrangements
SLA: getting, combining and analysing data from sites. Preparing ready reports to customers.
Admin support to Service managers and customers, assist to OD with RBS Audit
General miscellaneous administration, week schedule/daily email enquiries
Management/ support of BT lines connected to sitesThe Candidate:
MUST have a minimum of 2 years' employment experience within a supervisory role and be able to demonstrate the following skills:

Have excellent communication skills
Have previous supervisory experience
Worked in a previous customer service/ helpdesk/ administration background
Excellent written and oral skills
Organsiation skills
Ability to work on own initiative
Ability to identify and solve problems
Multi-task and work under pressure
Being proactive
If you are interested in this vacancy please click apply

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