Helpdesk Supervisor

EQUANS is looking for a Helpdesk Supervisor to join our team based in Royal Blackburn Teachning Hospital on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package. 

Reporting to the Contract & Performance Manager and will be responsible for the day-to-day management of the Helpdesk ensuring that all contractual obligations are met whilst offering a first-class customer experience to all customers who contact the helpdesk. The Helpdesk Supervisor acts as the central point for coordinating communication between the operations team, contractors, and other stakeholders, ensuring that all tasks align with company standards and compliance requirements.

What will you deliver? 

• Provide guidance and training to the helpdesk team on helpdesk best practices and the use of the CAFM system.
• Supervise and line manager the on-site helpdesk team, establish and maintain good team morale and drive performance.
• Coordinate the day-to-day tasks of the Helpdesk, ensuring compliance with contractual KPI targets and SLAs.
• Post holder will be responsible for day-to-day monitoring of performance and operational reporting to understand and analyse helpdesk performance, primarily on reactive tasks.
• Oversee the daily helpdesk processes for the helpdesk team, ensuring timely assignment and completion of work orders.
• Ensure that all reactive tasks are dispatched to the appropriate operative or subcontractor, taking into consideration skill sets, and priority.
• Work in collaboration with the BSC team to ensure the 24/7 service received meets the needs of the contract.
• Leadership of the team who will jeopardy manage all reactive work order requests, acting as the interface between the helpdesk, contract site teams and subcontractors.
• Produce analytical data reports on reactive work order performance.
• Produce routine reports/presentations/statistical data for the contract management team to assist with effective management of the contract.
• Helpdesk point of escalation both internally and externally.
• Helpdesk Supervisor will also carry out the duties of a Helpdesk Operative when necessary.
• Develop strong working relationships with engineers/operatives, specialist sub-contractors and fellow managers.
• Ensure all calls are answered in accordance with the Contractual Requirements and logged accurately and promptly meeting SLA response times for answering calls.
• Prioritise daily tasks and raise major exceptions with TSMs and TSSs.
• Ensure that Maximo is kept up-to-date and maintained supported by the site team, I.T. and asset manager.
• Effectively operate all software / systems, for example, Maximo and Info view, as required.
• Ensure proper and accurate feedback is placed back into the system from all completed reactive tasks performed.
• Deliver effective customer service to customers, ensuring all requests and complaints are dealt with in a courteous, tactful, and timely manner.
• Liaise with client and customers providing feedback and maintaining good working relationship.
• Liaise with the Contract & Performance Manager & team to communicate key areas of focus daily/weekly.
• Work in collaboration with commercial colleagues.
• Raising and managing Purchase Orders for callouts, raising services/remedials through the effective communication with the service teams.
• Ensure compliance with corporate and local processes and procedures.
• Hold Helpdesk meetings and ensure that key topics are discussed and that all Helpdesk Operators receive useful communication about any changes within the contract or operations.
• Ensure adherence to the company code of values and manage any non-conformance through escalating to Manager.
• Support the Contract & Performance Manager with 1:1s and recruitment of Helpdesk Staff.
• Auditing of Helpdesk performance to ensure that contractual obligations are met.
• Feed into the monthly report as agreed.
• Generate operational performance management reports and internal reports on a regular basis or as required by the Management Team.
• Support during absences to cover sub-contractor sign in and inductions.
• Admin support – General administration tasks as necessary to support team.
• Participate in internal Paymech calls.

What can we offer you? 

On offer is a competitive salary and benefits package, which includes; 

• 24 days annual leave (+ public holidays).
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for? 

• Previous experience working in a similar role.
• FM Helpdesk experience.
• Strong understanding of CAFM platforms and scheduling software.
• Proven ability to lead teams and manage helpdesk operations effectively.
• Proficient knowledge of Microsoft Office Applications including Excel and Word.
• Working knowledge of Maximo, SAP, BI Launchpad, Coupa would be an advantage.
• Professional and courteous manner.
• Excellent organisational skills and the ability to manage and organise heavy workload.
• Excellent time management skills with the capacity to handle multiple projects simultaneously.
• Excellent interpersonal and communication skills.
• Ability to work effectively as part of a team and on own initiative with minimum supervision.
• Exceptional Customer Service Skills.

This role includes a Standard DBS check therefore ability to pass is essential. 

Who are we? 

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.