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Helpdesk Manager

Employer
Catch 22
Location
Salford, Greater Manchester
Salary
£30,000 - £32,000 Plus Benefits Package
Closing date
3 Oct 2019

Job Details

Our client a large and well-established Facilities Management Service Provider are looking to appoint a new Helpdesk Manager to be based out of Salford. The core purpose of the role will be to manage the Helpdesk operators who will log, respond and organise the full range of all facilities management work including planned and reactive works; from customer enquiry to job completion.

Main Responsibilities:

  • Support the Helpdesk team, to log, respond and organise all planned and reactive works; from customer enquiry to job completion within SLA timeframe.
  • Manage work orders through the company’s CAFM system (Concept Evolution) ensuring contract SLA's and KPI's are met and ensuring data accuracy.
  • Manage the issue of purchase orders and adherence to the procurement process in line with company procedures.
  • Collate and distribute all reports in line with procedural and contractual requirements.
  • Provide system support to Helpdesk Team.
  • Attend weekly planning meetings with the supervisor/Contract Manager.
  • Create and maintain effective individual and team working relationships with the FM, Operational and Business Development teams as well as the Client, Subcontractors and their representatives.
  • Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
  • Create and maintain effective individual and team working relationships with all internal and external customers and ensure client confidentiality is always maintained.
  • Ensure excellent customer service delivery, promote customer satisfaction and achievement of all SLA's and KPI's.
  • Responsibility for the implementation of Health and Safety, quality, environmental system requirements ensuring compliance with all legislation and company policies and procedures.
  • Maintain up to date records in accordance with legislative and company requirements.

Ideal candidates will have a strong understanding of Facilities Management and FM Contracts (PFI contracts in particular) and have previous experience managing an FM Helpdesk. Knowledge of the Concept Evolution System would also be beneficial.

For this the client are looking to offer a salary up to £32,000 per annum plus benefits package and continuous development opportunities to help further a career in FM.

Company

From its beginnings in 1982 as a reactive employment agency dealing in last minute temporary help, through the 35 years in between, to the present day, Catch 22 has evolved into one of the country's most well-recognised and trusted recruitment brands.

That evolution, and the variety of services we now offer, has been founded on our commitment to quality in all that we do. Undoubtedly, the bedrock of Catch 22's success is the strength of its people. In an industry where high staff turnover is the norm, we enjoy the commitment of a long-serving and enthusiastic board and workforce, dedicated to maintaining the quality of service that got us there in the first place.

There have been volatile economic times over the course of our history but it is testament to Catch 22's principles that several of our original clients are still using us today. Our ability to adapt and develop has ensured that those clients still enjoy the best possible service at value for money prices.

Nowadays, Catch 22's range of services encompasses the spectrum of the built environment, from basement to boardroom and across all the disciplines that are needed to keep our clients' assets functioning at the optimum.

If you are looking to recruit or looking for a career move, we'd be happy to share our experience with you.

Company info
Website
Telephone
01132428055
Location
Catch 22 Recruitment
6 Park Place
Leeds
Yorkshire
LS1 2RU
GB

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