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Help Desk Supervisor






Posted: 11/09/2021

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An opportunity has arisen for a Help Desk Supervisor to join our expanding contract based in Peterborough.
The hours of work are: 08:00-17:00 - 40 hours per week (Monday to Friday)

Job Purpose:

Manage the day to day running of the Helpdesk team. Promoting excellent customer service and continually strive to improve service levels. Supporting the drive for the Customer Service excellence.

Principal Accountabilities:

Manage control and monitor the day-to-day operation of the helpdesk team
Manage the policies for customer service, appearance/uniform standards, attitude and any other issues effecting the operation
Collate statistics and prepare monthly reports for client
Assist with the co-ordination of the customer service survey twice a year
Co-ordinate and support monthly team meetings
To provide 'hands on' help, advice and assistance as required by site and client
Assist with the improvement of the personal management and development of all staff
Monitoring annual leave and sickness records
Investigating and solving customers problems
Ensure that sickness absence is covered and the helpdesk areas are manned appropriately
Conduct monthly one to one meetings with staff and deal with any problems arising from them
Conduct health and safety talks and risk assessments for helpdesk / reception team
Manage the holiday rota. Deal with any requests for holiday, authorise and ensure that they are covered operationally
The contact for staff to report in sick to
Work as part of the team at either site when and if required

Person Specification

Proven experience within a similar role
Strong team leader experience
Knowledge of reactive and planned maintenance jargon
Experience of Concept, Care manager, Planet is desirable
Experience of SLA's and KPI Monitoring
Good IT skills including MS Word, Excel, Power point and Project
Good level of interpersonal and customer relationship skills
Smart, presentable appearance


20 days annual leave
Pension schemes
Cycle scheme
Flexible Working policy where applicable and feasible
Employee benefit discounts including childcare vouchers
Personal Development opportunities: o ur appraisal process is designed to identify your training needs and the personal development goals needed to progress your career.
Creating Balance; our steering group promotes Diversity and Inclusion throughout our business.
Mental Health and Wellbeing; Mind is our EMCOR UK charity, and as such mental health and wellbeing is an important topic for us. To support this we have an Employee assistance programme available to you with free advice on dealing with personal problems such as; debt, legal issues, relationships, addictions and stress.
Charitable Giving and Community; w e offer two days off per annum for you to support your chosen charity.
Recognising Excellence ; o ur annual Employee Excellence Awards are designed to recognise and reward individuals or teams for their outstanding contribution and performance at work

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