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Highly regarded main contractor are seeking a Helpdesk Supervisor to join their well-established team in Blackburn, on a permanent, full timebasis. This company work across construction, facilities management and susatainbility and have been established for over 30 years.
Role and responsibilities:
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Oversee daily operations of the Helpdesk, ensuring compliance with contractual KPIs and SLAs.
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Supervise and support the Helpdesk team, fostering performance and morale.
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Provide guidance and training on best practices and CAFM system use.
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Dispatch reactive tasks efficiently, considering priority and skill sets.
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Monitor helpdesk performance, produce reports, and recommend service improvements.
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Act as escalation point for internal and external helpdesk issues.
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Collaborate with operations, subcontractors, and stakeholders to ensure seamless task coordination.
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Maintain accurate records in systems like Maximo and ensure timely data updates.
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Ensure excellent customer service by handling requests and complaints professionally.
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Liaise regularly with management, clients, and commercial teams.
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Manage purchase orders and service callouts in coordination with service teams.
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Conduct audits, support recruitment, and assist with team development.
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Participate in internal meetings, performance reviews, and contribute to monthly reports.
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Provide admin support and cover operational tasks during staff absences.
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Monday - Friday - 8am - 5pm with a 1 hour lunch
Requirements:
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Experience in a similar helpdesk or admin role
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Strong knowledge of CAFM systems and scheduling tools
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Proven team leadership and helpdesk management skills
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Proficient in Microsoft Office (Excel, Word)
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Ideally familiar with Maximo, SAP, BI Launchpad, Coupa
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Excellent organisation and time management
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Strong communication and interpersonal skills
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Able to work independently and as part of a team
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High attention to detail and accuracy
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FM helpdesk experience; familiar with SLAs and KPIs
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Comfortable in fast-paced environments
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DBS Standard clearance required
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Salary flexibleon experience.
This is a Permanent position and Coleman James Ltd are acting as anEmployment Agency.
