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Helpdesk Supervisor

Please Note: The application deadline for this job has now passed.

Job Introduction

Due to a new contract acquisition, we are looking for an enthusiastic and highly capable Helpdesk Supervisor to join our small team on our high-profile pharmaceutical client’s site. It is a brand new role in an expanding environment with every opportunity to make your mark and develop.

The role is to interact with the client and vendors, providing response over phone and email, scheduling Planned preventative maintenance activities as well as reactive work. This role will be suitable to a customer service professional with a facilities management or building maintenance services background. You should have a previous experience leading a team, great customer service and stakeholder management skills along with good understanding of IT.

 

Role Responsibility

  • Scheduling PPM, remedial and reactive work
  • Jeopardy management and escalation of planned and responsive works
  • Monitor and optimise the utilisation of engineer activities through effective scheduling of works
  • Raising purchase orders
  • Supporting the provision of quotations
  • Run reports to show outstanding work orders contracts
  • Utilise the vehicle system to match engineers to geographical location
  • Use of various programmes including Service Track and EAMs
  • Effectively manage inbound workload by email and telephone communication
  • Ensuring that Planned Preventative Maintenance schedules are deploying to technicians, on site colleagues and Vendors, and managed through to completion within the expected KPIs
  • Prioritising jobs and allocating to specific engineers
  • Dealing with all facilities queries for specified clients / locations
  • Filing and general administrative tasks

The Ideal Candidate

  • Excellent English communication skills (both written & verbal).
  • A minimum of 2 years Customer Service experience (preferably in a service centre environment).
  • Intermediate computer skills & experience using Microsoft Office.
  • Prior knowledge and skills in utilising CMMS applications.
  • Have a good understanding of the reactive and planned maintenance works, to enable planning of works within KPIs
  • Motivation to work within a team environment.
  • Relationship building and influencing capabilities.
  • Keen attention to detail with the ability to prioritise & execute a diverse work load in a high-pressure environment.
  • Self-motivated, confident, honest, and flexible, with a professional work ethic.
  • An ability to deliver exceptional customer service to both internal & external stakeholders.
  • Qualifications in Business Administration / Property / Facilities Management or related discipline would be highly advantageous though not mandatory.
  • Previous experience in working with third party vendors would also be advantageous though not mandatory.

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process

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