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Help-Desk Team Leader

  • Location:

    Ilford

  • Sector:

    Housing & Local Authority

  • Job type:

    Contract

  • Salary:

    Up to £14.00 per hour

  • Contact:

    Katie Ore

  • Contact email:

    kore@aktonrecruitment.com

  • Job ref:

    KO151_1613565962

  • Published:

    11 days ago

  • Duration:

    3 MONTH

  • Expiry date:

    2021-03-19

  • Startdate:

    ASAP

Engie
Akton recruitment has an exciting opportunity for a Helpdesk Team Leader To join the team at Engie.

Job Role: Help-Desk Team Leader
The ARL Helpdesk Team Leader will form part of a team responsible for the recording, allocation and progressing of reactive engineering requests on the contract.

* Working Hours are Mon - Fri 8am-17pm, however must be flexible in meeting with all Helpdesk team members due to 24/7 coverage of Helpdesk.
* Will oversee a team of 9 ARL HELPDESK operatives and ensure all processes such as absence, lateness, and adherence, are followed in line with Engie's processes and procedures
* Manage the workload of the team and ensure all calls are answered and the Helpdesk inbox is managed in line with departmental Service Level Agreements (SLA's)
* Run daily reports to ensure jobs are attended and completed within the SLA's to minimize any overdue works
* Manage the completion process and ensure all closures are sent to the client
* To demonstrate rapid response to customer issues and show a systematic approach to problem solving
* Ensure compliance with statutory and company procedures, across all functions.
* Manage KPI Sheet and Prioritise urgent jobs. Liaise with Scheduler/Dispatcher to plan and dispatch engineers to meet urgent demand.
* Ensure SharePoint is kept up to date with the useful and the latest information.
* Contribute to reducing levels of customer complaints
* Ensure the Helpdesk operatives get the jobs logged correctly at the point of call, and provide feedback if this does not happen
* Analysis of job history/running reports to avoid duplication
* Undertake other duties commensurate with the job role as directed

Important Information
£14.00 (UMBRELLA RATE)
3 Month contract - Perm