Help Desk Manager

3 weeks ago

Melbourne, Australia Compass Group Full time
Join the opening team at the New Footscray hospital. Full time, on-site role. Supportive team making a big impact.

Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and more broadly on positive impacts in the community.

THE POSITION

Responsible for site-wide systems and the delivery of site-wide help desk operations. Ensure all service delivery outcomes are met and help desk operations are carried out in a responsive and efficient manner. Manage the day-to-day function of the central help desk, 24/7 service. Manage technical systems and hardware required to deliver the help desk, telephony, and work order management programs (QFM, Cisco, CGA systems). Attention to detail and eagerness to ensure a compliant execution including following up on delays, EOT’s and responses. Point of contact/escalation for service delivery issues. Promote strong customer service focus and ethos for self and team. Manage and lead a team of roughly 5-6. Analysis of work order data, call data and associated data collection for KPI reporting. Maintain records in hard copy (on site) and record within QFM for performance, review and reporting purposes. Generate routine reports containing the required FM Help Desk data and records.

During Mobilisation phase you will also support with the below:

Assist with the development of documentation, processes, and procedures. Work with partners in validating data and assumptions in building QFM. Present service delivery models and attend meetings relevant to services. Recruit and develop service delivery teams. Work with the compliance manager in building KPI tools and audits. Understand associated technology requirements for the project.

THE PERSON

Previous experience in similar role managing or leading a small team in help desk environment. Must be customer service excellence orientated at all times. Ability to drive, lead, motivate & inspire a team across a 24/7 roster. Solid stakeholder engagement capabilities A strong communicator, able to manage relationships at different levels across the organisation. Ability to set and operate at pace. Ability to delivers against multiple initiatives and able to prioritize multiple demands effectively. Experience adhering to processes and standard operating procedures.

THE BENEFITS

Multitude of salary packaging options available. Opportunities for professional development and growth. 12 weeks paid parental leave for primary carers. Opportunity for growth and development.

Apply now or contact or call 1300TALENT for a confidential discussion.

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