Helpdesk Manager
Salary:
From £45,000 - £55,000
Role:
Permanent
Location:
London (hybrid)
Our client is looking for a Helpdesk Manager to join their team.
One of our clients are looking for a Helpdesk Manager to join their team ASAP. There is a hybrid working model where you are required in the office twice a week (Wednesday and Thursday).
Vision & Values:
Being innovative, being agile & responsive, acting with integrity engaged employees and a great employee experience winning their clients loyalty, winning their clients business grows the business creating new opportunities for everyone
Purpose:
To manage the MPS & Escalated Support team ensuring they are achieving their SLA’s and providing a first- class service to our clients.
Engaging with Manufacturers to drive service improvements and feeding back information from clients in monthly reviews.
Reviewing and improving existing processes through automation
Key responsibilities:
Monthly KPI/SLA reports
- ES
- Digital
- MPS
- Evaluation and ongoing improvement based on monthly report.
Monitoring Helpdesk performance
- Ensuring Asset Maintenance is always completed
- Ensuring Devices/XDAs not communicating is reducing
- Consumable tickets
- Break/fix ticket closures
- Meter readings
- Day to day monitoring of KPI’s and SLA’s
- Root Cause Analysis
Customer escalations
Vendor calls, meetings and escalations
- Weekly Xerox SPOC call
- Monthly Xerox GCC Call
- Bi-Monthly Xerox Service review
- Escalating common trends or issues found
Reviewing processes
- Automation
- Evaluating type of tickets incoming to identify system failures
- Feedback from CRM team
- Ensuring best practises are following
- Ensuring documentation is always updated
- Liaising with partners and agreeing service terms for Xenith global accounts
Training - documentation, teaching and development
- Mentoring team and ensuring there is ongoing development within the role
- Regular one to ones and training reviews
- Annual appraisals and objective setting
Knowledge, Skills and Experience:
- Strong MS office (intermediate level)
- Educated to A level standard or equivalent
- A strong communicator and excellent team player
- Previous people management experience
- KPI and SLA management
- Previous Vendor management
- ITIL
- Excellent attention to detail, be well organised and understand how to work to tight and at times demanding timescales
- Full training will be given however the ability to demonstrate previous experience of communicating with customers in sometimes high-pressure situations would be advantageous
Competencies
- Innovativeness
- Communication and Interpersonal Understanding
- Striving for Achievement
- Organizational Awareness
- Work Management
- Teamworking
Apply
If you wish to find out more about this role and apply please contact:
