Helpdesk Co-ordinator

Job Type:
Job Sector:
Admin, Secretarial
East Midlands
£21,000 to £23,000 per annum
Salary Description:
Compass Group
Job Ref:

To successfully supervise a highly trained team of helpdesk operators, covering a 7-day week, 24-hour rota to provide a comprehensive helpdesk service to meet the clients’ expectations, within all Company policies, procedures and guidelines.
Main responsibilities
Day to day management of the helpdesk team ensuring a quality service is maintained and delivered to the agreed SLA.
Provide a comprehensive help desk service, receiving, logging and responding to direct verbal, telephone and e mail communications, ensuring that all service requests are logged accurately and events are reported.
Analyse the CAFM system reports to ensure accuracy and compliance.
Provide information and data from the CAFM system to the compliance manager to complete the monthly monitoring report.
Generate activity request reports and communicate to departments.
Conduct quarterly customer satisfaction surveys.
Manage weekly rotas ensuring effective and economic deployment of the team.
Monitoring, measuring & reporting (monthly) upon agreed KPI’s.
To ensure the teams are supported, trained, coached and developed.
Conduct annual appraisals and mid-term reviews with the teams.
Manage labour turnover & identify recruitment requirements.
Managing absence in line with company policy.
Implement & review all relevant HSE procedures, promoting a safety culture.
Participate in own development and service developments in conjunction with the compliance manager.
Ensure all duties are carried out in line with required standards.
Promote the department and act as a Compass Advocate at all times.

Ideal candidate
Customer Focused
Problem Solver
Supervisory Experience
Knowledge of CAFM
Experience in Facilities Management
Excellent communication and organisational skills
I.T literate
DBS cleared

Contact Details:
Compass Group
Tel: 0121 457 5000
Contact: Sara Noad

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