Helpdesk Supervisor

Pinnacle Group are looking to recruit a motivated Helpdesk Supervisor to take responsibility for effectively interfacing with in-house and contracted resources to ensure the delivery of required service standards across the contract. The role will entail overseeing the whole Helpdesk Operation by working with the Helpdesk Operator to efficiently manage the CAFM system.

This is a full-time office-based role, with a varying shift pattern of 9am – 5pm and 8am – 4pm from Monday to Friday.

You will be joining our Total FM team based in Slough. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We're a people-first organisation with a value driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We're Looking For

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key Responsibilities:

• Support monthly audits with the FM Managers, including supporting the Helpdesk co-ordinator with logging all findings on CAFM system.
• Deliver services with a full understanding of the contract specification (particularly output specifications) and statutory requirements.
• Responsible for Helpdesk department, including report development, contract monitoring, contract invoicing, CAFM system Development and training as well as customer satisfaction surveys and reporting.
• Assist the Contract Manager to monitor, review and improve compliance to the contract, either directly or through contractors.
• Line management responsibility for the Helpdesk co-ordinator role.

Key Requirements:

• Experience and understanding of CAFM systems.
• Prior supervisory and/or management experience
• Strong focus on Customer Service, with the ability to translate customer needs into specifications.
• Experience of producing monthly contractual reporting.
• Demonstrable experience working on FM contracts.

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme

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