London based MPS / Managed Print Solutions / Document Management services provider seeks an experienced hands on leader to manage the very busy & demanding helpdesk. The helpdesk are responsible for call control of field and on-site engineers, the customer service helpdesk and the logistics planning division.
The successful Helpdesk Manager will ensure customer satisfaction is retained by monitoring customer communication and ensuring response times are kept in line with our SLA's in the most cost effective and efficient way. The Helpdesk Manager must possess industry experience Managed Print Solutions / MPS / Document Management / Copiers within the print industry is essential.
The Helpdesk manager MUST be experienced in staff & people management as this position will have at least 3 direct reports, a professional manner, willingness to learn new systems, good communication and organisational skills, attention to detail is important to succeed in this role along with the ability to multi task and prioritise your workload. A friendly personality that works well in a small team is crucial.
TITLE: Helpdesk Manager
SALARY: £30,000 (negotiable dependent on experience)
LOCATION: London City
HOURS Of WORK: 09.00-17.30 Monday to Friday
START DATE: ASAP
HOLIDAYS: 20 days
*Management of Call Control Administrator, Senior Customer Service Representative and Operations Administrator.
*Responsible for all HR requirements for-employment contracts, offer letters, contract change letters, new starter/leaver admin, references etc.
*Quarterly 121's, year-end appraisals.
*Organise and present updates and stats to the Operations team at Quarterly Operations Meetings.
*Management of Who's accounts (leave/sickness/compassionate/unpaid/wfh/ooo requests).
*Delegating responsibilities to team and providing holiday cover.
*Management of helpdesk training and development for all staff ensuring all staff are trained and have the tools required to do their jobs.
*Introducing new procedures across the department and management of projects around new systems etc.
*Recruitment/ Management of future helpdesk staff.
*Helpdesk Manager -day to day hands on running and overflow of helpdesk admin.
*Reporting for Head of Operations on service and stats.
*Production of monthly service profitability reports for Directors and analysing data with service team for any actions to be taken to improve accounts.
*Understanding all on goings of service inbox ensuring escalations are dealt with and customers updated accordingly.
*Ensure all tickets raised are being dealt with appropriately and assisting in the logging of fault and toner tickets for hardware/software.
*Ensuring new clients are sent helpdesk welcome post installs.
*Assisting in answering client service lines and dealing with customer queries.
*Management of upkeep of helpdesk manual as procedures change or evolve.
*Overseeing management of toner stocks including overseeing auto logging automated alerts.
*Identify and implement strategies to improve quality of service, productivity and profitability.
HELPDESK MANAGEMENT ctd.
*Organise remote management of incoming calls over the Christmas closure period (non-Bank Holidays) and manage pre-Xmas prep for service cover.
*Carry out regular data integrity checks, helpdesk check list reports, month end procedure for Operations.
*Create and analyse KPI reports to measure and improve SLA's.
*Working closely with the Stores Manager and Service Manager.
*Overseeing call control and managing daily on-goings.
*Ensure scheduling daily work load for engineers (planned by the call controller) is in line with our SLA's in the most cost effective way.
*Assisting closing engineer calls from the system, dispatching next calls/ assisting booking off onsite engineer RF job sheets.
*Overseeing the management of preventative maintenance schedules.
*Ensuring 3rd parties are performing and escalations are dealt with.
*Ensure clients are kept up to date on status of calls prior and post visits.
*Management of month end procedure.
*Ensure call controller runs previous day's activity report to run system checks and invoices tickets daily.
*Ensure checks on engineer activity reports are done to investigate high travel, work or labour time.
*System checks -run reports to ensure all calls categories, response times are correct, ensure notes, text, onsite contact, physical location is up to date for all calls.
*Oversee and assist in management of the administrational duties of installation-communication with warehouse for bookings, liaising with customers, suppliers, stores, accounts and engineers.
*Ensure surveys are sent out post installs and amendments to deals are communicated to depts.
*Overseeing invoicing storage bills and assisting with authorising logistics invoices.
*Assisting with existing client machine relocations and system updates.
*Assist in management of incumbent kit.
*Manage procedures around terminated accounts with finance and sales.
*Ensure all procedures are documented.
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