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For Companies At a Glance
- Tasks: Manage the helpdesk, track performance, and ensure top-notch customer service.
- Company: Join a dynamic team focused on delivering exceptional client-driven services.
- Benefits: Enjoy a competitive salary, Monday to Friday hours, and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values adaptability and efficiency in a high-profile environment.
- Qualifications: Strong IT skills, excellent communication, and a proactive approach are essential; degree in Management is a plus.
- Other info: Experience with CAFM systems is beneficial; flexibility and attention to detail are key.
The predicted salary is between 36000 - 60000 £ per year.
SHIFT PATTERN: Monday to Friday, 9am to 5pm
SALARY: Competitive
ROLE OVERVIEW AND PURPOSE
To manage helpdesk, track performance, and ensure that customer service standards are maintained. Train and support help desk operatives, Co-Ordinators and manage any escalations.
KEY RESPONSIBILITIES
- Reporting to the Operational Performance Manager.
- Have an in-depth knowledge of the contract and advise Operational Performance Manager of possible implications on events that occur, including trend analysis evaluations.
- Day to Day Management of Reactive process for the helpdesk.
- Motivate the team and provide effective communication and support whilst supporting continued organisational change, and the achievement of greater efficiencies and productivity.
- Ensure effective flow of information between all interested parties.
- To be focused on customer care with a “can do” attitude with the flexibility and adaptability to suit business needs.
- Have a good working experience of working within a high profile, client-driven environment, demonstrating commercial and financial awareness.
- Interpret and manage work orders through IBMS and SharePoint systems ensuring that SLA’s and KPI’s are met.
- Monitors and reviews staff retention, absenteeism, and sickness levels, addressing issues promptly.
- To assist in the administration of budgeting and financial management aspects of the contract.
- To assist in operational support of the contract.
REQUIRED SKILLS AND EXPERIENCE
- Understanding of FM business or the willingness to learn.
- Able to manage client expectations in an assertive, systematic, and professional way to ensure high levels of client satisfaction.
- Excellent IT skills with Microsoft applications and other in-house IT Management systems (IBMS/SharePoint).
- Excellent communication and customer service skills.
- Organisation skills.
- This role requires the ability to input into personal work objectives, take a proactive approach to work and the ability to demonstrate good time management skills, working to deadlines and adhering to set procedures.
- Needs to be versatile and adaptive.
- Credible experience within a general administrative position.
- Effective communication skills, both written and verbal.
- Good planning and organisation skills and the ability to prioritise own workload efficiently.
- Excellent telephone manner.
- High level of attention to detail.
- The ability to work to changing deadlines.
- Degree in Management is a plus.
- Experience in using CAFM system or asset management system.
M&E Helpdesk Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land M&E Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the FM business and its key concepts. Understanding the industry will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your IT skills, especially with Microsoft applications and systems like IBMS and SharePoint. Being proficient in these tools will show that you're ready to hit the ground running.
✨Tip Number 3
Prepare examples of how you've managed client expectations in previous roles. This will highlight your ability to maintain high levels of client satisfaction, which is crucial for this position.
✨Tip Number 4
Demonstrate your organisational skills by discussing how you've effectively prioritised workloads in the past. This will showcase your ability to manage time and meet deadlines, a key requirement for the role.
We think you need these skills to ace M&E Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing helpdesks or customer service roles. Emphasise your skills in communication, organisation, and IT management systems like IBMS and SharePoint.
Craft a Strong Cover Letter: In your cover letter, express your understanding of the FM business and your willingness to learn. Mention specific examples of how you've managed client expectations and improved customer satisfaction in previous roles.
Showcase Relevant Skills: Clearly outline your excellent communication and customer service skills. Provide examples of how you've motivated teams and managed escalations effectively in past positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at TN United Kingdom
✨Know Your Helpdesk Systems
Familiarise yourself with IBMS and SharePoint systems, as well as any other relevant IT management tools. Being able to discuss your experience or understanding of these systems will show that you're prepared and capable of managing the helpdesk effectively.
✨Demonstrate Customer Care Skills
Prepare examples of how you've successfully managed client expectations in previous roles. Highlight your 'can do' attitude and flexibility, as these traits are crucial for maintaining high levels of customer satisfaction.
✨Showcase Your Leadership Abilities
Be ready to discuss your experience in motivating teams and providing support during organisational changes. Share specific instances where you have successfully led a team or managed escalations to demonstrate your leadership skills.
✨Highlight Your Organisational Skills
Discuss your time management strategies and how you prioritise tasks to meet deadlines. Providing examples of how you've handled multiple responsibilities efficiently will illustrate your ability to thrive in a fast-paced environment.
