Contract Support, Helpdesk & Admin

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Helpdesk Manager        
Bridgend, Wales
Up to £25,000
  
Are you an experienced Helpdesk Manager? Do you know CAFM systems like the back of your hand? Looking to join a great business where you can really make a difference?

If this sounds like you, we want to speak with you!

Boden Group are working with one of the UK’s top FM service providers to recruit a Helpdesk Manager for a prestigious local government contract based in Bridgend.

You’ll be managing a 24/7 client-facing helpdesk, with responsibility for all data, admin and project functions as well.

The successful candidate will have experience managing a maintenance helpdesk, using Microsoft Excel and CAFM (Computer Aided Facility Management) systems.  You’ll be used to working in a fast-paced, reactive environment and dealing with senior-level stakeholders.

Interview slots are available for mid-January with a view to start immediately after, so apply ASAP if you are interested!
  
Key Duties and Responsibilities:

• Managing a team of helpdesk, data and admin staff to ensure the helpdesk function runs smoothly day-to-day. Ensuring all calls are answered and resolved professionally and in the right time scale.
• Actioning and logging both planned and reactive maintenance requests, chasing any outstanding requests and performance reporting.
• Setting and meeting exceptional customer service targets and identifying areas of development and improvement.
• Acting as the main client contact for any helpdesk escalations or issue resolutions.
• Building excellent working relationships with the client and contract teams, acting as the main point of contact for any new contracts in the business.
• Producing regular operational reports on the helpdesk function as required.
• Evaluating performance data and client/customer satisfaction reports for the helpdesk, identifying areas of improvement and carrying out corrective action where needed.
• Working closely with the Senior Management and Commercial teams for any operational delivery matters.
• Developing a high-quality helpdesk team, including all aspects of performance management. Ensuring the team has all necessary training and carrying out succession planning and personal development for the team.

  
What you’ll need to succeed:

• Previous experience as a Helpdesk Manager, ideally within a Facilities Management or technical services environment.
• Strong experience in helpdesk data analysis and manipulation.
• Knowledge of Maximo or similar CAFM systems.
• Strong Excel and reporting skills.
• Excellent written and verbal communication skills.
• Ability to operate at a strategic level working with clients and various stakeholders.
• Strong attention to detail and ability to adapt quickly in a fast-paced environment.

  
If you're interested in this role, please apply via this advert with your up-to-date CV.


If this job isn't quite right for you but you are looking for a new position within Facilities Management please get in touch with Marlie at Boden Group for a confidential discussion about your next move.

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At Boden Group we are an award winning provider of Recruitment and Talent solutions to the Facilities Management and Property sectors.
  
Established in 2012, we have grown to become of the of the leading Recruitment companies in the UK in our space, with a positive and successful story to tell.
  
In line with our exciting future plans for growth, we are looking for a Marketing professional who will play a key role in the future success of Boden Group as we enter the next stage of our journey.
  
You must be energetic and positive, full of creative ideas around everything Marketing, and be able to tell our world about what we do, how we do it, and why it works!
  
Building strong internal relationships is key, along with a interest and passion for what we do and how we do it. This role reports directly in to our MD however our Recruiters, Managers, and Directors, are a lovely bunch of highly driven people, and you will work closely with them to write, agree and deliver a best in class Marketing strategy.
  
As our Marketing Exec / Manager we want you to learn, develop, and grow with the business and we will invest time and resource in to your professional development.
  
  
  
Managing all marketing activities and campaigns to both clients and candidates, ensuring delivery of all marketing campaigns in accordance with marketing calendars and targets

• Evaluate, measure, report and feedback on all results, with a focus on Cost Per Acquisition and conversion targets for leads generated
• Maintaining brand guidelines across all channels
• Devise and create marketing collateral for campaigns, monthly & weekly HTML newsletters, surveys and direct mail
• Sending e-shots via email marketing software, and managing reports and responses
• Managing company social media channels, creating regular content delivery by utilizing scheduling tools.
• Working with team leaders and consultants to create monthly desk marketing plans to use across their own channels and as part of their individual BD targets
• Content Management of company website including page creation, optimization and user experience across platforms
• Managing and reporting for search engine optimization, including keyword research, meta, competitor analysis and conversion
• Supporting the senior management team with production of content for internal and external communication

To apply please do so through this advert and you will be contacted if successful for next stage of screening

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