Helpdesk Team Leader

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. 

We understand that success is achieved through our people, and we are searching for a Helpdesk Team Leader to join our growing business. 

Purpose of the role:

Iceland Refrigeration proudly offers engineering & maintenance support to over 1,000 Iceland stores & our partners, with a dedicated team of 58 mobile engineers, 9 Area Refrigeration Managers, 3 Regional Refrigeration Managers, Parts procurement Manager, Warehouse & parts Co-Ordinator, Accounts Manager & Head of Refrigeration all located across the UK.

This role is all about being an integral part of an energetic office team, providing exceptional support service to the Iceland Refrigeration field teams. You will ensure seamless service and equipment maintenance support for our stores and valued customers, making a real impact every day

In this role you can expect to:

• Provide support to manage the day-to-day operation of the helpdesks, ensure prompt responses and resolutions.

• Undertake aged call report and issue findings to key stakeholders.

• Complete a regular review on any unsatisfied / re-opened calls, gather feedback from engineers, internal systems and update as required.

• Manage “Parts” inbox, processing emails onto the relevant Co-Ordinator’s and consulting with the Procurement Manager if required.

• Ensure that all active Iceland Refrigeration spreadsheets on SharePoint are managed and updated.

• Assist in providing cover to the Service Co-Ordinator and Admin Co-Ordinator Roles where required.

• Consult effectively with the Accounts Manager/ Procurement Manager regarding potential product/workload issues.

• Support Accounts Manager with invoicing duties.

• Ensure Engineers Permits to Work (hot works) are completed accurately where required.

• Ensure refrigerant & parts orders are issued and ensure gas bottle tracking is correctly recorded on SharePoint.

• Produce and issue shift rotas for the Helpdesk team.

• Function as the escalation point for helpdesk and contractor related queries.

• Liaise with third parties to ensure out of hours rotas and procedures are up to date.
• Maintain day to day operation of internal call management system.
• Responsible for the aged call reports, to ensure they are issued and actioned by team. Review and analyse contractors with large volume of aged calls and report findings to RRMs and ARMs

You should apply if you :

• Proficient in Microsoft Word, Excel, Teams, and Outlook
• Ability to quickly learn internal call and people management systems.
• Effective Time Management.
• Logical thinker / Methodical.
• Flexible and initiative-taking.
• Ability to communicate effectively at all levels.
• Possesses great Organisational skills.
• GSCE Grade 5 or above, including English.
• Experience in Microsoft 365 suite.
• Desired but not Required SAP experience.
• Previous helpdesk experience

What to expect from us:  

• Collaborative environment  
• A competitive salary with an excellent benefits package 
• 25 days holiday, plus 8 days bank holiday 
• 15% store discount, 30% club individual restaurant discount 
• Discounted gym membership 
• Charity fundraising events 
• Educational sponsorship 
• Enhanced maternity/paternity leave 
• Long service awards 
• Reward & recognition