Lead Helpdesk Coordinator

at  Mitie

PERSON SPECIFICATION

• Holds relevant educational qualifications, and experience. Specifically in regard to the business administration CAFM systems and management of multiple site data systems
• Minumum of 2 years experience managing a helpdesk team
• Highly competent in the use of standard Office IT packages
• Able to lead, motivate and manage a helpdesk team.
• Seeks out and takes opportunities to learn new skills, specialist knowledge and latest business practice as part of personal professional development.
• Must demonstrate very strong client and customer engagement skills
• Must evidence experience of driving a “One Team” ethos, to benefit the customer experience as well as offer operational efficiencies.
• Strong knowledge of FM operations, H&S and statutory compliance requirements
• Experience of managing diverse teams, both culturally and from a skill set perspective
• Excellent partnering and collaborative working, as well as the ability work on own initiative and to drive improvement and change as necessary
• Excellent verbal and written communication skills
• Confident, adaptable with a desire to problem solve
• Proven ability to multi-task and enjoy multiple challenges
• Strong influencing skills and personal resilience
• Experience of hard services
• Experience of delivering KPIs and working within SLAs
• Passion for continuous improvement, customer excellence and people engagement
• Membership of a relevant professional body (e.g. BIFM) is preferable
• IOSH qualification is preferable

We are looking for a Helpdesk Lead to be the customer facing representative for our services and to bind together the various services to act as one convenient point of contact to the building estate users/stakeholders. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations daily.
This role will be responsible for the day to day operations of the Help Desk Team, will be the first point of escalation for any customer or management queries and will be responsible for the scheduling of workload, breaks and cover for the helpdesk team. Day to day management of relevant employees including conduct, performance, attendance and capability. Overall responsibility for ensuring the effective and efficient delivery of the helpdesk function in line with contractual scope and specifications. To carry out duties in compliance with MITIE Technical Facilities Management Ltd Policies and Procedures. To perform tasks in a professional manner to a suitable standard to meet both Client and MITIE expectations. To ensure that so far as is reasonably practicable MTFM reacts efficiently and effectively in line with client SLA’s and KPI’s.
Main duties
o This role will be responsible for the day to day operations of the Help Desk Team across an estate of approx 240 buildings.
o Coordination of Help Desk calls including but not limited to:-
o Answer the telephone and address enquiries
o Raise reactive call outs on Elogs/Maximo along with quotations to the client
o Raise Purchase Orders
o Approve To Pay purchase orders on a periodic basis throughout the week
o Co-ordinate subcontractor reactive calls ensuring that calls are promptly responded to and closed off
o Communicating with Supervisors / Engineers / Suppliers/Clients
o Liaise with Subcontractors regarding
o Reactive & Quoted Works
o Chase up jobs logged to close off and chase up costs
o Delegating workload to Helpdesk team
o Help Desk reporting;
o Weekly performance reports required
o Assisting with producing necessary documentation for audits when required
o SLA’s, PPM’s and finance performance
o Liaise with Technical and Operations Managers where necessary and be key point of contact for helpdesk support.
o To undertake additional duties in line with capabilities as required.