Helpdesk And Performance Manager

Role; Helpdesk and Performance ManagerSalary: £50,000 - £55,000Location: London, SW1YHours: Monday to Friday - 08:00 - 17:00Duration PermanentLine management of all helpdesk employeesManaging 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 journeyManaging the Planned Maintenance scheduling and distribution to site teams.Logging closure with correct documentation and compliance.Daily, Weekly and Monthly reporting of helpdesk statsImprovement plans against poor performing areas.Working directly with operational teams to drive continuous improvementReviewing trends in data to understand quicker response timesBuilding process, procedure and governance planningEnsuring adherence to account KPI's and SLA metricData & ProcessStrategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the businessBuild 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 accountManage the integration of global IT systems to run operationsRegular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision makingManage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are madeAdditionalInternal 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
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