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At Apleona, we are always on the lookout for talented and dynamic individuals to join our team. We are currently recruiting for a Service Desk Supervisor to work remotely in Ireland.
Working Pattern: Monday to Friday, 9am - 5pm
Main duties and responsibilities
- Support the Helpdesk Manager in the day-to-day management of the Helpdesk team.
- Allocate and balance workloads across Helpdesk staff to ensure efficient handling of ESB requests and calls.
- Provide guidance, coaching and training to team members on Helpdesk processes, CAFM usage and ESB contract requirements.
- Monitor individual and team performance against agreed KPIs and highlight performance issues to the Helpdesk Manager.
- Act as first point of escalation for Helpdesk staff to resolve system issues, complex queries or customer concerns.
- Exercise delegated authority to manage attendance, adherence to rota/schedules, and day-to-day task allocation
- Take ownership of mailboxes and ensure all incoming emails/portal requests are reviewed, prioritised and assigned promptly
- Ensure all incoming requests via portal, email or telephone are logged accurately in the CAFM system or relevant tools
- Monitor queues for new, open and pending work requests, work orders and sales quotes to ensure timely progression
- Liaise with internal teams and external suppliers to clarify requirements, obtain missing information and resolve issues that cause delay.
- Identify works at risk of breaching SLA and take immediate action to prevent breaches
- Ensure attend and finish dates, feedback and all supporting documentation are obtained and correctly linked to work orders.
- Run and review CAFM reports on work order status to support timely billing and accurate contract reporting.
- Actively manage aged and overdue works to reduce backlog and improve SLA performance, while following up on completed works to ensure they are formally closed in the system
- Provide day-to-day operational support to the Helpdesk Manager
- Assist in the implementation, review and improvement of Helpdesk standard operating procedures
- Liaise with Account Director, Operations and Technical Services Managers, Commercial and Billing teams to ensure alignment on work status, financial processes and customer requirements.
- Ensure that customer and contract documentation is stored securely and accessible.
- Ensure compliance with all statutory and company HSEQ, HR and IT policies and procedures within the Helpdesk team.
- Participate in meetings, training and development activities as required.
Qualifications, Skills and Experience
- Excellent working knowledge of Microsoft 365 and standard software applications.
- Good working knowledge of CAFM systems; experience with ESB-specific systems/portals is desirable.
- Minimum 2 years’ experience in a Service Support Centre, facilities helpdesk or similar dynamic environment.
- Previous experience in a supervisory or senior coordinator role, with responsibility for directing or supporting a small team, is desirable.
- Strong numeracy, verbal and written communication skills.
- Proven ability to manage multiple requests, prioritise workloads and meet tight deadlines.
- Strong interpersonal skills, with the ability to build effective relationships with internal teams, clients and suppliers.
- Excellent customer service skills, telephone manner and problem-solving abilities.
- Ability to work both independently and as part of a team, taking ownership of issues and driving them to resolution.
- Proactive and enthusiastic approach essential coupled with a professional demeanour
We look forward to hearing from you.
Ref. 17650