Helpdesk Supervisor

at  BGIS

QUALIFICATIONS & EXPERIENCE

What are the essential post-secondary qualifications, industry experience and technical expertise required to meet the key requirements of the role?

KNOWLEDGE / EXPERIENCE

• Strong demonstrated experience working in a Customer Service Centre environment.
• Demonstrated understanding of customer service principles.
• Demonstrated experience working with internal and external stakeholders at varying levels of an organisation.
• Strong demonstrated professional communication manner - listening, questioning, empathy, clear client outcome and professionalism.
• Demonstrated excellent attention for detail and grammar.
• Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities.

Why does the role exist?

Using a flexible and adaptable approach the responsibilities of the Helpdesk Supervisor include:

• Management of client infrastructure helpdesk including 2 x Helpdesk Administrators
• High level utilisation and review of the Building Management System (BMS) to determine issue or fault.
• Collaborate with internal and external engineers / technicians with fault finding and rectification of issues.
• Answer incoming service requests and inquiries from clients.
• Logging of work request using the nominated Computerised Maintenance Management System (CMMS).

• Provide information as required e.g. reporting data, emailing service providers.Being first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members