PRIMARY PURPOSE OF ROLE             

Why does the role exist?

Using a flexible and adaptable approach the responsibilities of the Helpdesk Supervisor include:

Management of client infrastructure helpdesk including 2 x Helpdesk Administrators High level utilisation and review of the Building Management System (BMS) to determine issue or fault. Collaborate with internal and external engineers / technicians with fault finding and rectification of issues.  Answer incoming service requests and inquiries from clients. Logging of work request using the nominated Computerised Maintenance Management System (CMMS). Provide information as required e.g. reporting data, emailing service providers. Being first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members

 

 

KEY RESULT AREA ACCOUNTABILITIES Financial Ensure that financial processes are completed within the approved cost limits. Operations The delivery of clients KPI’s in terms of service delivery and client satisfaction will be the role’s primary role and focus.  Utilise the BMS to help identify building or system issues impacting environmental conditions communicating with internal / external engineers and technicians. Managing and monitoring Service Tickets / Work Orders and rectification times. Notifying staff of any changes within subcontractor agreements. Develop an awareness and understanding of contract requirements. Ensure the accurate update of log of issues, solutions and customer information. Provide prompt, accurate and timely customer reporting on service levels, KPI’s, overdue work orders onsite and rectification. Liaise with service providers and Account team members for clarification of technical issues and the responsibility for their rectification. Ensure compliance with relevant policies, procedures, laws, regulations, codes and standards. Report hazards, unsafe work practices, near misses, incidents immediately to supervisor. Customer Manage client relations for the contract, interpreting client requests and resolving issues. Manage the calls and delivery of services in accordance with the applicable processes, stipulated timeframes and business objectives.  Foster and maintain positive working relationships with clients, sub-contractors, suppliers and consultants. Manage customer relationships to a level that would result in the client being prepared to recommend BGIS to others. People Operate in accordance with the BGIS’ Values, enabling a cohesive and positive working environment. Actively promote team members to maximise their performance and realise their potential through coaching and mentoring, work opportunities, internal and external development including those outside immediate business team. Actively promote teamwork within the team, contract and business.  Take accountability for driving achievements ensuring the results are in line with client, contract and business goals. Foster open communication channels by keeping people informed of all changes and decisions that affect them, ensuring that all useful or relevant information is promptly and accurately communicated and shared. Hold team members accountable to performance standards, managing, understanding and addressing any underperformance appropriately. Participate in work related team meetings and activities as required.

 

 

 

QUALIFICATIONS & EXPERIENCE

What are the essential post-secondary qualifications, industry experience and technical expertise required to meet the key requirements of the role?

Knowledge / Experience Strong demonstrated experience working in a Customer Service Centre environment. Demonstrated understanding of customer service principles. Demonstrated experience working with internal and external stakeholders at varying levels of an organisation. Strong demonstrated professional communication manner - listening, questioning, empathy, clear client outcome and professionalism. Demonstrated excellent attention for detail and grammar. Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities. Qualifications

Essential

Previous experience in a customer service centre. Knowledge and experience in the use of Computerised Maintenance Management System (CMMS) and Building Management System (BMS).

Desirable

NVQ Level 3 in Customer Service. Proven experience in despatching work in a Facility Management or Trade. NVQ Level 3 in Business Administration.

 

 

 

 

KEY RELATIONSHIPS

What are the key roles this position interacts with on a regular basis?

Internal Helpdesk Team members and Managers  Contract Managers  Service Providers Maintenance Staff Business Support Teams – Finance Team, OH&S, QA, Commercial Other BGIS Site teams External Client Representatives Tenants Members of the Public Sub-Contractors and Suppliers Client consultants

 

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organisational success!