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Helpdesk Manager


Role Responsibility: HELPDESK MANAGERTrinity Buoy Wharf, London40hrs, 6 Month Fixed Term£38,000 - £40,000 per annumExcellent Company benefits including Contributory PensionAs a leading Facilities Management company, G4S FM improves the lives of millions of people acrossthe UK and Ireland by creating productive, safe and smooth working environments. We support theefficient delivery of front line services in critical environments for the private sector, national andlocal government agencies.At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Oursuccess is underpinned by the way we attract, develop and engage with our people, as well as theculture and values that shape the way we work and how our colleagues carry out their roles.Our values are integral to everything we do. We act with integrity and respect. We are passionateabout safety, security and service excellence and we achieve this through innovation and teamwork.We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.We have an opportunity for a Helpdesk Manager to join our team.The purpose of this role will be to effectively manage and develop services for both Tower Hamlet Schools & LiftCo contracts to the satisfaction of the Client and G4S using standards set by the company and ensuring the consistent delivery of the contract through adhering to the Client specification. To monitor and review the service in conjunction with the Client and G4S, establishing strong formal and informal links with all parties.The Tower Hamlets Schools (THS) PFI Contract covers 24 schools in East London and is part of a wider PFI contract, covering Facilities Management contracts in London and the Midlands. G4S FM provides full Lifecycle replacement and mechanical and electrical system (M&E) services across these 24 schools as part of the Tower Hamlets PFI Contract.In addition the LiftCo London Contract covers 20 health buildings in London and the Midlands and delivers key services in M&E and Full Lifecycle replacement.The portfolio is challenging both operationally and commercially, but we have built a dedicated team based at each contract who are delivering a great service that you could be a part of.Key Responsibilities of this role are:Ensure the Help Desk service for both contracts are completed efficiently in line with agreed deadlines, advising the site team of any potential problems in a timely manner to avoid service failures.Exercise robust financial and commercial principles in the management of expenditure and income within defined budgets.Raise monthly unitary deductions in line with contractual responsibilitiesLiaise with external suppliers when required to support service delivery.Identify and develop opportunities to achieve business and revenue growth.Work and liaise effectively with G4S managers on and off- site and relevant client management.Promote the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring / audits of the Helpdesk. Participate in service delivery improvements and initiatives with regards to improving quality and cost effectiveness.Provide and collate the data required to produce reports that accurately reflect G4S's service provision, including Monthly reporting information from management team and systems. Promote and ensure the use of safe working practices in order to maintain a safe environment for patients, staff and visitors whilst on hospital premises.  Promote and implement good practice, to the company's standard and to the client's satisfaction.Provide information and evidence to confirm contract compliance as well as identify areas of non-compliance and produce improvement action plans within agreed timeframes.Oversee the work of the Helpdesk, providing cover where applicable.Ensure all necessary training requirements for the Helpdesk Operatives are captured and delivered in a timely manner. The Ideal Candidate: Essential Requirements are:Previous operational management experiencePrevious experience of FM industryPrevious experience of training & complianceStrong customer focusExcellent interpersonal skillsConfident decision makerAble to adapt to fluctuating workloads and service demands

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London, England, London, SE11, United Kingdom

  • Ad ID:  19143342
  • Ad Type:  Offered
  • Posted on:  08/02/2021, 03:10
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