Main Duties And Responsibilities Of The Role

* Supervision of helpdesk team

* Responsible for ensuring service levels are met and exceeded

* Active member of helpdesk team, dealing with day to day client calls and initial point of escalation for all helpdesk related issues

* Ensure accuracy of all incoming reactive jobs within cafm system and allocate to the site team, monitor and control quality of team performance.

* Ensure self / team follow up on all jobs to ensure completion within the SLA's.

* Actively manage and monitor Web quote status, build relationship with client teams to ensure efficient processing of additional works

* Communicate clearly with the customer on the status of the jobs they have logged, checking that the customer is fully satisfied with the service they received.

* Build relationships on site, with suppliers and sub-contractors to assist with the delivery of a prompt and professional service to the client.

* Ensure sign off all reactive tasks on the Hub system in a timely fashion

* Produce reactive reports to form part of the customer and company reports.

* Assist in Contract Support duties when required. This may include logging timesheets and expenses, raising purchase orders and assisting with monthly reports and contract review packs.

* Any other reasonable management request