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V7 Recruitment
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Nottingham, Nottinghamshire
Service Desk Coordinator
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Salary: Up to £26,000 per annum |
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Overview
My client who are a global leader within advanced surveillance, security and integration technology are on the look out for a Service Desk Team Leader to join the business on a FTC. The purpose of the role will be to be responsible for the successful delivery of customer’s service contracts and Service Level Agreements. This is a pivotal role within the business, responsible for ensuring compliance to contract terms and budgeted costs to maximise service revenues together with the daily operations of the Help Desk, with responsibility for the effective conclusion of all incidents and service requests including the distribution of information internally and externally. Key Duties: Supervise the Help Desk to enable resolution of faults and customer requests for assistance, ensuring compliance with departmental KPI’s/ targets. Ensure that resource is scheduled and allocated to reactive and planned works in order to comply with contracted response and fix targets, along with small works where requested. Facilitate the development of the Help Desk team to ensure that each member has the training, resources and ability to complete their functional role within the business. Develop and maintain working practices within the team to ensure cost-effective deployment of engineering resource and company assets including access equipment and third party contractors/providers to limit the cost impact on the business. Assist with the maintenance and development of work-flow processes within the Service Database to ensure consistent processing of all service requests along with system call data to enable accurate customer and internal reporting. Maintain reporting schedule and ensure daily, weekly, monthly and quarterly reports are created and issued accordingly where required, monitoring of KPI’s per Engineer and assist Service Contracts Supervisors and Senior Service Engineers in the review of competencies and training needs in line with performance reviews/appraisals. Ensure Planned Preventative Maintenance schedule is maintained in line with Customer agreement data and visits are attended within specified window. Review of details and key elements of returned reports to enable rectification by quotation. Engineer performance – sense checking of travel and site time along with first time fix and diagnosis capability. Assist with the allocation of small works projects and provide information to enable prompt and accurate quotation. Inform Service Contracts Managers of requirements for Risk Assessments and Method statements. Ensure that all client specific procedures are adhered to at all times, e.g. invoicing, site instructions and constraints, Health and Safety and that all company procedures are adhered to across all contracts and compliance with NSI procedures within relevant areas of activity. Day-to-day supervision of the direct reports for this role, including leave planning and authorisation in line with company policies, carry out performance reviews. Ensure full operation of the service Help Desk at all times. Key personal attributes: · Strong customer service along with written and verbal communication skills · Experience in service department of a high pressure environment · Commercial and contractual knowledge and experience · Comfortable with supervising multiple high priority initiatives in a fast paced environment · People focused – able to demonstrate empathy and respect towards others · Highly customer focused individual · Ability to think strategically · Ability to build strong relationships based on trust and openness · Strong organisational skills · Able to lead by example Desirable · Formal or commercial qualification, HNC or equivalent · Previous experience of technical security industry This job was originally posted as www.totaljobs.com/job/89742901