Job Ref: 215479063

Date: 2022-02-27 13:49:59

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Act as Supervisor to the Helpdesk Administrators, providing guidance and training as necessary. This is maternity cover that could lead to a perm role
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 – cars, P11D to HR, fuel cards, tracking system, insurance and solicitors liaison, PCNs, rental cars, road charges.
Travel arrangements- to all – flights, hotels, cars, visas etc
SLA: getting, combining and analysing data from sites. Liaising with BNPO HD re IRs, Preparing ready reports to customers. Attending meetings.
Admin support to Service managers and customers, assist to OD with RBS Audit
HR support- liaising with new starters, ID cards, maintaining HR photo folders, appreciation vouchers
General miscellaneous administration, week schedule/daily email enquiries
Management/ support of BT lines connected to sites
Project management coordination – liaise with customers, attending meetings, costings, day to day enquiries and issues, liaising with temp agencies, interviewing and liaising

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