Helpdesk Supervisor
Posted Updated
Description
Job Overview
To supervise the SWAH Helpdesk function and provide accountable day-to-day control of helpdesk operations, CAFM data quality, customer contact, service-request logging, task allocation, escalation and contract performance reporting. The postholder will supervise two Helpdesk Assistants and ensure the helpdesk provides a professional, consistent and auditable service aligned with the PFI contract, applicable Helpdesk Service Specification, site procedures and agreed performance measures.The role will maintain effective oversight of Emergency, Urgent, Routine, Ad-hoc and other contract call types, ensuring requests are accurately recorded, appropriately prioritised, assigned, monitored and progressed. Particular emphasis will be placed on response and rectification performance, access coordination, carryover control, PPM support, performance-failure identification and the integrity of information used for monthly and contractual reporting
Main DutiesKey responsibilitiesLeadership...
To supervise the SWAH Helpdesk function and provide accountable day-to-day control of helpdesk operations, CAFM data quality, customer contact, service-request logging, task allocation, escalation and contract performance reporting. The postholder will supervise two Helpdesk Assistants and ensure the helpdesk provides a professional, consistent and auditable service aligned with the PFI contract, applicable Helpdesk Service Specification, site procedures and agreed performance measures.The role will maintain effective oversight of Emergency, Urgent, Routine, Ad-hoc and other contract call types, ensuring requests are accurately recorded, appropriately prioritised, assigned, monitored and progressed. Particular emphasis will be placed on response and rectification performance, access coordination, carryover control, PPM support, performance-failure identification and the integrity of information used for monthly and contractual reporting
Main DutiesKey responsibilitiesLeadership...