Pinnacle Group are looking for an experienced Helpdesk Supervisor to be responsible for effectively interfacing with in-house and contracted resources to ensure delivery of required service standards across the contract. The role will include supporting monthly audits with the FM Managers, including supporting the helpdesk manager with logging all findings on the CAFM system.
You will be joining our Total FM team based in Swindon. 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 values-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:
Responsible for supporting and contributing to the Helpdesk function, including report development, contract monitoring, CAFM system development and training, as well as customer satisfaction surveys and reporting. Assist the Helpdesk Manager to monitor, review and improve compliance to the contract, either directly or through contractors. Assist the Helpdesk Manager to develop and maintain systems and procedures to ensure the smooth running of the service. Assist the Helpdesk Manager to proactively monitor and measure customer satisfaction both quantitatively and qualitatively on a regular basis. Deliver services with a full understanding of the contract specification (particularly output specifications) and statutory requirements. Key Requirements:
Must have experience working with CAFM systems, Concept or similar. Previous supervisory/management experience within a Helpdesk department. Familiarity/experience working in facilities or similar industry (maintenance/engineering/FM). Excellent organisational skills with a strong attention to detail. Good computer literacy on relevant programmes such as Word, Excel, SharePoint, etc. 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, dependent 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 Electric Vehicle Scheme
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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 values-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:
Responsible for supporting and contributing to the Helpdesk function, including report development, contract monitoring, CAFM system development and training, as well as customer satisfaction surveys and reporting. Assist the Helpdesk Manager to monitor, review and improve compliance to the contract, either directly or through contractors. Assist the Helpdesk Manager to develop and maintain systems and procedures to ensure the smooth running of the service. Assist the Helpdesk Manager to proactively monitor and measure customer satisfaction both quantitatively and qualitatively on a regular basis. Deliver services with a full understanding of the contract specification (particularly output specifications) and statutory requirements. Key Requirements:
Must have experience working with CAFM systems, Concept or similar. Previous supervisory/management experience within a Helpdesk department. Familiarity/experience working in facilities or similar industry (maintenance/engineering/FM). Excellent organisational skills with a strong attention to detail. Good computer literacy on relevant programmes such as Word, Excel, SharePoint, etc. 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, dependent 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 Electric Vehicle Scheme
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