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    Helpdesk Performance Manager - London, United Kingdom - Fusion People Ltd

    Fusion People Ltd
    Fusion People Ltd London, United Kingdom

    2 weeks ago

    Fusion People Ltd background
    Description
    Role; Helpdesk and Performance Manager

    Salary:
    £50,000 - £55,000


    Location:
    London, SW1Y


    Hours:
    Monday to Friday - 08:00 - 17:00
    Duration Permanent

    Line management of all helpdesk employees
    Managing the end to end process of reactive call management.

    Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system.

    Managing excellence levels of customer service throughout the journey
    Managing the Planned Maintenance scheduling and distribution to site teams.
    Logging closure with correct documentation and compliance.
    Daily, Weekly and Monthly reporting of helpdesk stats
    Improvement plans against poor performing areas.
    Working directly with operational teams to drive continuous improvement
    Reviewing trends in data to understand quicker response times
    Building process, procedure and governance planning
    Ensuring adherence to account KPI's and SLA metric
    Data & Process

    Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
    Build governance packs to manage the requirements of the account from a contractual perspective.
    Ranging from MBR's, QBR's, ABR's, KPI's and contractual commitments.

    Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive.

    Build the process and procedure to operate the account
    Manage the integration of global IT systems to run operations
    Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
    Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
    Additional Internal monthly reports on QHSE, finance and strategy.

    Manage the communication for the account, from weekly updates through to regular flow through of communicationsEnsure all new hires are processed effectively.

    Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability.

    We operate as an employment agency and employment business. You'll find a wide selection of vacancies on our website.
    #J-18808-Ljbffr
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