Service Desk Team Leader

Service Desk Team Leader based in Whiteley.
Service Desk Team Leader
Location: Whiteley
Contract: Full Time – Perm Salary: Up to £30,000 per annum.

Our Client is one of the UK's largest Facilities Management companies, who are committed to delivering high quality services. Operating in and around the UK, we take care of our customers’ people and buildings, by delivering the basics brilliantly and by deploying advanced technology. Due to strong business demands, our client is seeking a Service Desk Team Leader to join their growing and dynamic team based in Whiteley.

Your New Job
The main responsibility of the Service Desk Team Leader role is ensuring effective service delivery and meeting SLA requirements. This involves actively managing risks and issues that might affect SLA delivery, such as outages and accreditations. This role follow a rotating shift pattern of 07:00 – 16:00 and 10:00 – 19:00.

A Service Desk Access Planner is expected to perform at advanced level in the following:
  • Identifying areas of risk to KPIs and take action to eliminate, reduce or transfer the risk of failing SLA’s
  • To support with training and processes for the PPM Planning team, feeding back on training when required
  • Daily audits on planned/waiting to be planned ratio, creating report to formalise going forward plans
  • Running daily SLA reports – working on the data to ensure we will not be failing SLA and working with planners to book these in if any are due to fail
  • To use reporting tools and techniques to support the operational delivery of the service desk
  • High levels of communication with the Engineers, Supply Chain and Triage
  • Communication with the relevant department heads on decisions regarding subcontracting and re-allocate accordingly to the Supply Chain

What you will need to succeed:
  • Previous experience of call centre or call logging systems, ideally in a planning role using in-house systems together with Microsoft packages
  • An understanding of supply chain/basic planning process (order, production, delivery)
  • Experience of daily interaction and workload management of field engineers.
  • Experience in working to tight deadlines or targets, and remaining calm under pressure
  • Logical and organised with a keen attention to detail and ability to prioritise workload.
  • Intermediate Microsoft Excel skills with knowledge of Maximo or alternative CAFM system.
  • Ability to communicate professionally and effectively, both verbally and written, within all levels of the business and to external parties.
  • Self-motivated, tenacious and result-oriented with a positive outlook

What You Will Get in Return

So…what’s in it for you? Well, you get the opportunity to work on high-profile clients with internal and external projects for a nationally recognised facilities management company, on a generous rate with benefits. Furthermore, you will be working alongside a forward thinking and likeminded team.

What You Need To Do Next

If this position is right for you, Apply Now!


Job type:
Working Pattern
Up to £30,000 per annum
Apply Now

Talk to a consultant

Talk to Fiona Wood, the specialist consultant managing this position, located in Leicester

1st & 2nd Floor, 2 Colton Square

Telephone: 01162615017

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