At a Glance
- Tasks: Lead a dynamic helpdesk team to deliver top-notch technical support in healthcare.
- Company: Join Artic Building Services, a leader in Hard Facilities Management.
- Benefits: Enjoy a competitive salary, sickness scheme, and a supportive work environment.
- Other info: Be part of an equal opportunity employer committed to diversity and inclusion.
- Why this job: Make a real difference in healthcare by enhancing customer satisfaction and operational performance.
- Qualifications: 5+ years in helpdesk operations with leadership experience and strong problem-solving skills.
The predicted salary is between 40000 - 50000 £ per year.
Artic Building Services is a leader in Hard Facilities Management across London and the Home Counties.
We offer a comprehensive suite of technical and engineering solutions, ensuring the smooth operation of your Mechanical, Electrical, and Hard FM Plant.
Job Description
Job Title
Helpdesk Manager - Healthcare Division
Department
Service and Maintenance
Location
Dartford
Basic Working Hrs
- Full Time - (Mon to Fri 8am to 5pm)
- Job Summary
The Helpdesk Manager is responsible for overseeing the daily operations of the Helpdesk to ensure efficient, timely, and high-quality technical support for end users.
This role leads the helpdesk team, manages support processes, ensures service level agreements (SLAs) are met, and drives continuous improvement in customer satisfaction and operational performance.
Key Responsibilities
- Lead, coach, and manage the helpdesk/support team, including their development, performance and annual leave.
- Annual leave cover for the administrative team and functions.
- Administration team appraisals.
- Monthly 1-2-1 with administration team.
- Act as an escalation point for complex or critical administrative or client issues.
- Establish, monitor, and improve client SLAs and support workflows across the portfolio.
- Strictly adhere to internal KPI reporting and resolution within the full CAFM Dashboard suite.
- Support administration team with daily tasks including invoicing, quoting, CAFM, organising reactive works, parts, and client queries.
- Proficient in auditing core PPM and works documentation to ensure they are completed and administered to the highest standard expected by client, company, and industry.
- Attend client meetings.
- Prepare regular performance reports for management and client alike.
- Develop and maintain helpdesk documentation, knowledge bases, and standard operating procedures.
- Monitor customer satisfaction and implement improvements based on feedback.
- Required Skills & Qualifications
- At least 5 years' experience in senior helpdesk operations, with leadership or supervisory experience.
- Experience of leading and developing a team.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to manage priorities in a fast-paced environment.
- Excellent data analytical skills.
- Ability and experience to provide proven solutions to any helpdesk related issues.
- Health and Safety
As a member of the team, you will be required to fulfil our legal duty to take reasonable care for the health and safety of yourself and others who may be affected by your actions, and to follow all guidance and instructions given in this respect.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
Job descriptions should be regularly reviewed to ensure they are an accurate representation of the post.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability.
What we offer
- Sickness Scheme
Helpdesk Manager - Healthcare Division in Dartford employer: Artic Building Services Limited
Artic Building Services Limited is an excellent employer, offering a dynamic work environment where experienced professionals can thrive. With a strong focus on employee growth and development, we provide opportunities for advancement while ensuring a supportive culture that values teamwork and innovation. Located in a vibrant area, our company also prioritises health and safety, making it a rewarding place to contribute to high-profile projects in the M&E and facilities sector.
Contact Details:
Artic Building Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager - Healthcare Division in Dartford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Artic Building Services Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Artic Building Services Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Manager - Healthcare Division in Dartford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Artic Building Services Limited:Your cover letter is your chance to shine! Tell us why you want to work at Artic Building Services Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Artic Building Services Limited!
How to prepare for a job interview at Artic Building Services Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
