Job description
We are looking for an experienced Helpdesk Supervisor to join our team on our University of Liverpool contract.
Main Duties & Responsibilities
- Direct the team accordingly to each day to enable the team to achieve its objectives
- Develop and implement efficient working methods with the admin manager to ensure KPI's and SLA's are met
- Log calls/jobs on the helpdesk systems
- Calls/jobs may be received by telephone, email or in person.
- Allocate work orders/purchase orders to directly employed maintenance team and/or supply chain.
- Take ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements.
- Work closely with the contract administrator team
- Liaise and follow up with sub-contractors & in-house staff
- Ensure tasks are completed in line with the PPM planner & SLA's/KPI's
- Data base is maintained in terms of current specialist subcontractors i.e. contact details etc.
- Tracking job progress against pre-determined KPI's including maximum allowable response and rectification times and implementing escalation procedures.
- Report back to clients and contract staff on job progress and close out.
- Updating asset history with works record sheets.
- Uploading and amendment asset information as held in the helpdesk and CAFM system
- Ensure data in respect of time, materials and contactors' costs (in respect of completed PPM jobs) are recorded onto the CAFM System.
- Assist Managers with implementing procedural changes and training, including the production and maintenance of required documentation
- Maintain an effective filing system for all documentation related to the CAFM System, not limited to performance reports on jobs completed in time, outstanding and overdue.
- Assist the Audit/Compliance Manager to ensure all statutory paperwork is up to date and stored in the Company filing system.
- Any general administrative duties as may be reasonably required by the Audit/Compliance Manager or the Accounts Director
Previous Experience & Qualifications
- Previous experience within a Helpdesk role
- Experience working within a FM company
- Knowledge of CAFM systems
Employee Benefits
- Overtime x1.5 on weekday and x2 on weekends + day in lieu on bank holidays
- Standby rate is £15 per day and £50 on bank holidays
- 24 days holiday plus bank holidays (pro rata into shifts for shift workers)
- Ability to buy and sell holidays – buy 5 days & sell 2 days
- Life assurance
- Auto-enrolment company pension scheme
- Employee Assistance Program (EAP)
- Cycle to work scheme
- Purchase an electric vehicle via salary sacrifice
- Employee discounts with various brands
- Learning and development programs, training and career opportunities.
What you can expect from us
You'll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where Integral and JLL can take you...
Apply today!
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