Position Purpose

To supervise and manage the outputs of the Service Desk function. To ensure the continued strategic development of the service desk and its procedures, encompassing monitoring of Service Levels and staff performance. Development and innovation of ideas including cost saving initiatives, increased productivity & efficiency. To be the key representative that interfaces with internal & external customers ensuring customer satisfaction.

Role Description

Key Job Responsibilities

• To ensure that adequately trained and competent staff are available 24/7 through long term and short term roasting including back up plans for unplanned absence.
• To take overall responsibility for the strategic development of the service desk.
• Supervising the Service Desk officers ensuring that they carry out their defined duties.
• Development and motivation of the service desk team providing guidance in achieving their roles and responsibilities.
• Ensure adherence to defined policies/procedures.
• Good command of the CAFM system – to interrogate CAFM ensuring quality and value added system outputs.
• Manage and report against defined service levels.
• Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of the Integrated Services Specialist.
• Manage and execute ad hoc reporting requirements.
• Conduct work load planning, estimating and prioritisation.
• Objective Setting and performance management of the service desk team.
• Determine team training needs and oversee team development plan.
• Participate in the appointment of new employees and manage their induction, deployment, performance management and on-going development.

HSE Job Responsibilities

• To comply with the organization’s QHSE policies and procedures at all times.
• To work safely at all times and to report all hazards and incidents to Departmental Supervisors/Managers.
• To actively participate in all QHSE training, programs, audits and inspections when required and, as necessary.
• To exercise a personal duty of care for their own health, safety and welfare and to that of others.
• To lead by example and ensure to protect the environment by conservation of electricity, water and other natural resources, and minimizing generation of waste.

Information Security Responsibilities

• To protect information assets including both electronic and paper based from all threats whether internal, external, accidental or deliberate.

Knowledge, Skills, and Experience

Key Skills & Attitude

• Advanced computer literacy.
• Proficiency in Microsoft Office applications (Word and Excel).
• Proficiency in using CRM / CMMS / CMS Applications.
• Experience in people management.
• Decision making abilities.
• Issue resolution abilities.
• Results driven.
• Strong analytical skills.
• Ability to meet deadlines and targets.
• Clear communication in English, both verbal and written.
• Superior customer service skills.
• Strong interpersonal skills.
• Demonstrable leadership/management skills.
• Continuous improvement mentality.
• Adaptable to change.
• Ability to work in a fast pace, high pressure work environment.
• Self-starter.

Education, Experience

• Minimum of 5 year’s Help Desk/Call Centre experience or relevant field.
• Bachelor’s degree holder.
• Familiarity with CMMS/CRM/CMS.
• Technical / Concept Evolution Background (would be an advantage).
• MS Office (Word, Excel and Outlook).

Behavioral Competencies / Attributes

1. Drive to Make a Difference

• Advances personal and professional competencies in preparation for new challenges.
• Balances workload to enable involvement in special committees or projects to make a difference.
• Continues to be proactive even after disappointment or rejection.
• Encourages initiative, novel approaches while recognizing the possible risks.
• Strives to reach a better performance level for own and teamwork.
• Motivates colleagues by own drive and enthusiasm to work.
• Changes procedures and work methods (e.g. higher standards: work faster) to improve performance, quality and costumer satisfactions.

2. Adaptability

• Adopts appropriate behavior and approach to fit with the circumstances.
• Is able to adapt to a variety of business and/or social settings and/or cultural contexts with colleagues and/or client.
• Adapts positively, and is a leader in the resolution of set backs, even when at odds with his/her own needs or ideas.
• Reacts positively to ambiguity and is able to be create solutions where “there is no right answer”.
• Approaches criticisms as suggestions for development rather than personal attacks.
• Spearheads the implementation of ideas.
• Recovers from past failures.
• Changes own views appropriately when presented with new ideas.

3. Service Focus

• Initiates action that exceeds expectations identified by customers/stakeholders.
• Follows up to ensure resolution even when customer/stakeholder has been referred elsewhere.
• Solicits regular feedback from customers/stakeholders and adjusts services accordingly.
• Works to establish long term customer/stakeholder relationships.
• Promotes positive customer service behaviors in others.
• Takes action to remove barriers to quality customer service.
• Conducts needs analysis and / or assessments to provide and improve customer service.

4. Team Work

• Ensures effective use of team’s technical and personal skills.
• Encourages cross-team co-operation and synergies to expand knowledge and experience of team members and to ensure that wider organizational goals are met.
• Promotes knowledge sharing and skill development amongst direct reports and other team members.
• Acknowledges the contribution of others through formal reward structures and gestures of informal recognition.
• Understands the impact of individual differences on group dynamics.
• Capable of working as a team member in multidisciplinary/service line/regional teams at senior levels.
• Actively contributes to team performance through day-to-day work, helping others and working as a team player.

5. Innovation

• Asks thought provoking questions to spark others’ creativity.
• Recognizes and rewards creative thinking and innovation.
• Encourages new ideas and motivates others to be proactive and resourceful.
• Provides insight in related matters of expertise.
• Supports initiatives that investigate, evaluate and implement new ideas.
• Demonstrates an ability to detect when routines are dysfunctional and to initiate change.
• Fosters an entrepreneurial culture that promote new and creative ways of working.
• Stays abreast of new trends or developments and supports their introduction in day-to-day work.

6. Managing People

• Communicates organizational and defines team objectives clearly and in context.
• Sets and guides others to set (SMART) objectives.
• Provides encouragement, feedback and coaching to team members to improve their performance.
• Builds balanced, cohesive and committed teams that achieve their goals.
• Manages disagreements with tact and diplomacy.
• Ensures that there are sufficient controls in place for effective allocation and monitoring of work.
• Able to manage multiple teams in multiple locations to effectively deliver through people.
• Ensures developmental needs of staff are considered when business objectives are defined.
• Handles confidential matters with tact and confidence.
• Develops successors and a talent pool for key positions.
• Ensures staff have career and development plans and that these are achievable.