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Helpdesk Team Leader (Facilities)

  • Location:

    Wallington, Surrey

  • Sector:

    Customer Service, Engineering, Freight & Logistics

  • Job type:


  • Salary:

    Up to £24500 per annum

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Startdate:


Job Description

Due to continued growth and expansion for 2019, this is a perfect opportunity for someone to continue a helpdesk (facilities not IT) career, working for one of the largest independently owned Mechanical, Electrical and Fabric property maintenance business in the UK.
From a reputation of delivering engineering excellence and a strong partnership culture, they provide a range of maintenance solutions individually tailored to suit their client`s needs, providing both Planned Preventative and Reactive Maintenance to over 1,600 clients in 40,000 locations.

Working within a team of 10, your role will be to oversee a variation of contracts on a busy Helpdesk, troubleshooting where necessary to ensure all SLA`s are achieved.
Key to this role will be the ability to lead and direct the team through managing the calls, leading by example and assisting with loading calls and assigning engineers accordingly whilst motivating and developing team members where ever possible.

You will also be proactive in managing any situation that develops within the teams which could include extracting, analysing and actioning data from reports.
Additional to this, key duties will include:
" Develop and implement ideas for improvement
" To undertake ad-hoc day to day administration in association within the Helpdesk department
" Being responsive to the needs of the Helpdesk and staff alike
" Categorising and re-sourcing the correct engineer within the nearest location and allocating work to engineers or sub-contractors covering the branch region
" Handling telephone queries from Clients and engineers on outstanding and ongoing work orders.
" Updating in-house and Client systems
" Running daily/monthly reports and actioning as necessary
" To cover and arrange Holiday/Sickness for Helpdesk members
" Oversee other contracts to ensure compliance, KPI`s and SLA`s are adhered to
" Training of new engineer coordinators
" Troubleshoot on contracts where necessary
" Assist other team members when and if required
" Assist Helpdesk Manager in ensuring all systems are updated on in house database & Client systems
" Be first point of contact for first time escalations
" Ensure all ppms and reactive calls are being hit within SLA
" Assisting Helpdesk Manager when and if required
" Carrying out generic leadership duties which will be discussed and elaborated on at interview stage.


Please call Alex on: 020 8686 7312 or Email:


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