Helpdesk Lead

Leeds, England, United Kingdom

Job Title

Helpdesk Manager

Company Information

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Lead to join the team.

Main Duties and Responsibilities

• Responsible for first line management of a small team of Helpdesk Advisors, ensuring calls are processed accurately and in a timely manner, in line with defined process.
• Ensure the team is appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan.
• Evaluate and adapt business process for continuous improvement, ensuring changes are effectively communicated and implemented.
• Manage schedules to ensure appropriate and sufficient Helpdesk cover is in place, in line with contractual and customer requirements.
• Manage, perform and delegate activities to the team of Helpdesk Advisors within the business unit.
• Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team.
• Conduct Training Needs Analysis of Helpdesk Advisors to ensure all team members have access to required training.
• Implement continuous improvement process changes.
• Coaching and mentoring of a small team of Helpdesk Advisors and manage performance, including writing and delivering monthly one-to-one meetings with team members.
• Support management in training and roll-out of agreed processes, incorporating any necessary changes.
• Apply logic and common sense to requests for assistance, ensuring identified criteria are escalated in accordance with procedures.
• Establish and maintain excellent customer relationships and develop confidence in our systems and processes.
• Ensure compliance with all CBRE policies, procedures and directives.
• Proactively act to support a healthy and safe work environment through effective management of incidents and hazards.

Experience

• Analytical and decision-making skills
• Coaching and development of individuals and team
• Managing multiple priorities and KPIs in a fast-paced environment
• Building strong relationships and influencing decisions
• Understanding people management and leadership
• Advanced computer skills in Microsoft Word & Excel
• Excellent written and verbal communication skills at all levels
• Ability to lead a team in a rapidly changing environment
• Customer-focused and responsive attitude
• Ability to deliver exceptional customer service to both internal and external customers
• Strong sense of customer focus

Person Specification

• Good basic education, at least GCSE passes in Maths and English or equivalent.
• Higher educational qualifications to A level, HNC, Diploma or degree would be beneficial.
• Committed to service delivery excellence
• Honest and reliable
• Confidential and discrete approach
• Calm manner and able to work under pressure dealing with conflicting priorities
• Self motivated and systematic
• Results/task oriented
• Attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Confident
• Ability to work as part of a team and individually