Help Desk Manager

Duties & Responsibilities

Operational Planning

Co-ordinate staff to ensure the delivery of exceptional helpdesk services.
Plan and schedule rosters to ensure optimal resourcing of all shifts.
Manage and Monitor PPM schedule to ensure all work orders are printed on due date / Hand to Maintenance Team & Manager for execution.
Exercise excellent judgement and decision making and be totally customer service driven
Organise large volumes of work for staff and others to multi-task.
Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
Invest time and energy in the management and development and motivation of the helpdesk team, in a manner to ensure highest quality of service delivery while maintaining high team morale.
Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis.
Ensure all aspects of Helpdesk and related Admin and HR policies and procedures are adhered to including timesheets, overtime claims, sick and leave forms.
Provide accurate statistical reports when required.
Implement dynamic operational working procedures, to support the delivery of service excellence.
Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
Implement safe working practices to ensure safety of building occupiers and visitors.
Lead monthly management report meetings with the client and build strong relationships with key business leaders.
Strong detail analysis of service delivery and identify continuous improvements.
Introduce systems for analysis of service delivery i.e. feedback surveys
Monitor the teams performance promoting achievements and identifying weaker areas for improvement.
Supervise employees, including timekeeping and attendance, and handle employee issues.
Manage calls in accordance to risk of contract to avoid paying penalties.
Update and maintain the Master Contact List for the Huawei All Departments

Process And Procedure Effectiveness

Improve methods of carrying out work through on-the-job concrete experience.
Update and maintain documents detailing company Helpdesk procedures.
Ensure that workflow continues without interruption.
Provide technical guidance to Helpdesk Operators in resolving problems.
Implement efficient and effective administrative performance and turn-around times.
Responsible for the collation, distribution and control of sensitive information and reports to authorised persons only.
Responsible for data capture integrity, process and governance.
Follow up call progress with internal & external services providers/ contractors.
Ensure that contractor`s cards are issued by the Helpdesk Operators to the service providers when on site.

Customer Service And Advice

Keep up to date with business developments and strategies within the environment.
Provide advice on general changes and compliance when required.
Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced.
Attend to all customer queries timeously or escalate to the relevant manager when necessary.
Manage conflict.

Additional

Undertake such other responsibilities as directed by Management that will drive sustainability.
Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
Assess and take responsibility for ones own performance.
Promote TFSs image and corporate citizenry through deliberate and co-ordinated activities.
Ensure adherence to TFS HR Standards and Values.
Adhere to the Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures as applicable to this position.

Skills and Competencies