We are excited to offer a fantastic opportunity for a Permanent HelpdeskTeam Leader in Central London.
HOURS OF WORK 36.25 Per Week. Staff are required to work on a rota basis between 08:00 and 18:00 Monday-Friday.
Join our vibrant, inclusive community in MoD working on the overcall success of the Helpdesk operation in this contract. Delivering and overseeing the team to maintain an excellent delivery of service.
The Team Leader role is seen as crucial as the Helpdesk is the first point of contact for the MoD to report any issues with the building or book meeting rooms.
To supervise the Helpdesk service of the Project Agreement and in accordance with the Facilities Management Agreement to deliver the required service levels. To act as a focus for all problems/queries from Helpdesk operators and other departments and to provide suitable resolution. An excellent problem solver providing innovative ideas to improve current services offered to our customers.

• Managing the Helpdesk call logging system and ensure it is fit for purpose.
• Oversee maintenance and troubleshooting call out requirements.
• To liaise with the Helpdesk manager to ensure practical and efficient use of in-house resources.
• Ensuring excellent levels of customer service and service delivery are maintained/exceeded
• To record & notify senior management of any unavailability triggers occurring
• Ensuring all KPI’s and SLAs are met
• To ensure all responsibilities for health, safety, environment, emergency and security policies and procedures are adhered to.
• To ensure that adequate number of Helpdesk staff are available to meet the output specification requirements, resource issues to be passed to Helpdesk Manager.
• To assist the Helpdesk manager in ensuring quality standards across the department are met, identifying shortfalls and implementing solutions.
• To contribute to the identification of risks and opportunities within Helpdesk
• Flexibility on working hours
• To cover for sickness, holidays to ensure customer service levels are maintained
• Encourage collaborative working with our clients, customers and stakeholders.