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Job description / Role
Reporting to: General Manager
Division / Function: HIFM
Base location: ZU Helpdesk
Key purpose
The post holder will support and supervise the operational issues in providing a helpful and professional front of house for helpdesk to ensure service is delivered in line with Serco's requirements. In providing this service we shall project a professional image at all times
Reason for role
To support the smooth running of the Helpdesk function
Structure and reporting relationship
Reporting to the Helpdesk Manager
Based on the specific requirement of the role
Key accountabilities
- Ensure an effective and polite helpdesk service is delivered.
- Monitor operational issues and manage working procedures to optimize the staff allocation whilst ensuring response to situations as stated in the service level agreements.
- Call handling - recording relevant information liaising with internal staff colleagues.
- Responsible for emergency and alarm calls, as per agreed policies and protocols are carried out.
- Issue work instructions.
- Ensure all staffs are trained as required.
- Demonstrate leadership and team building skills through staff communication and hold regular meetings to gain staff commitment and build efficiency of the department. Build relationships with client as appropriate.
- Ensure that all required records and paperwork are completed in line with Health & Safety Quality and Serco policies and procedures.
- Participate as a full member of the team through supporting and carrying out training working flexibly as required to cover other members of the team including completing front line tasks.
- Supervise and monitor work completed by team to ensure that performance levels and service requirements are maintained
- Undertake other ad-hoc as prescribed by manager and within scope of skill and capability.
- When to seek advice from manager with regular reports on activity/incidents.
- Ensure all records are kept accurately and timeously.
- Planning and supervision of work rotation and allocation of staff
- To report any Health & Safety hazards around site as per procedures.
- Contribute /prepare annual appraisals
- Undertake any other duties appropriate to the grade.
Requirements
Essential qualifications
- Skills
- Use of Switchboard equipment
- Use of PC Based systems
- Use of Computer Aided Facilities Management Systems
- Good communication skills
- Ability to prioritize tasks as necessary for service delivery
- Ability to remain calm whilst providing front line response in event of a major incident
- Must have manual dexterity for operating equipment
- May have to deal with abusive or distressed callers
- Must have the ability to react quickly and effectively and know when to escalate an issue to the appropriate person.
- Good Customer Care skill
Essential technical and professional skills and knowledge
Knowledge
- Supervising staff, monitoring work standards and team working essential.
- Use of Switchboard and Helpdesk communication and recording systems
- Good Knowledge of English Language
- Knowledge of Arabic, Hindi, or Urdu languages an advantage but not essential
- Technical knowledge of FSI Concept front end configurations is essential
- Technical knowledge of Maximo CAFM is preferred
- Experience in preparing RFI's related to Helpdesk
- Background on technical and product testing procedures is a plus
Essential experiences
Experience
- Must have previous experience in supervisory role.
- Use of monitoring systems/ CAFM
- Must have managed a team
- Previous experience and knowledge of supervisory practices and procedures.
- Minimum 3 years of experience in using and administering concept evolution
- Minimum 5 years of experience in customer service role
Additional / special features of the role
- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.