Helpdesk Manager

Manchester Arndale; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading facilities management company is seeking a Helpdesk Manager to oversee operations at the Southbank Centre. The role encompasses managing the help desk team, ensuring effective communication, task logging, and report generation to optimize service quality. Candidates should have prior helpdesk experience, strong IT skills, and a commitment to hard work and punctuality.

Qualifications

• Essential previous helpdesk experience.
• Must be IT literate with good verbal and written communication skills.
• Conscientious, hardworking, and timely.

Responsibilities

• Manage help desk communication via phone and emails.
• Log reactive tasks and ensure updates on the CAFM system.
• Monitor and report team attendance, conduct toolbox talks.

Skills

Helpdesk experience

IT literate

Clear communication

Conscientious and hardworking

Job description

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role:

Working on the customers site at the Southbank Centre, directly for Engie.

Responsible for logging reactive work requests for engineering and cleaning related tasks and issuing planned maintenance works for all Southbank Centre locations.

Ensure help desk team are updating jobs on the CAFM system with latest information and closing once completed.

Working 8am to 5pm Monday to Friday based at the Southbank Centre London. Thee Helpdesk will be operational 7 days a week, requiring oversight of the shift plan.

Key Duties:

• Manage communication via phone, emails, radio calls etc

• Support help desk team, Logging reactive tasks on CAFM system

• Ensure and assist help desk team are allocating work sheets for engineers/cleaners/sub-contractors

• Ensure and assist help desk team updating the CAFM system once engineers/cleaner’s/Sub contractors feedback received

• Ensure parts for further works, where necessary, have been passed for ordering and processing.

• Arrange for quotes to be raised where required

• Strictly monitor all open tasks until resolution, ensuring tasks are assigned to correct profession and prioritised correctly.

• Ensure correct closing down of tasks on CAFM once completed

• Produce regular reports demonstrating Helpdesk performance to be made available to the compliance manager.

• Provide additional reports to compliance manager as required

• Ensure scanning and filing of completed work sheets in accordance with compliance managers requirements

• Monitor and report help desk team attendance

• Approve and update help desk staff rota

• Conduct help desk team tool box talks, and regular staff reviews

Skills/experience required:

• Previous Helpdesk experience is essential for this role to ensure they already understand this type of work.

• The successful candidate must be IT literate, must have a clear and articulate speaking voice and be able to communicate well both verbally and in writing

• All candidates must be conscientious, hardworking and timely and have right to work in the UK.

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.