Help Desk Manager
7 months ago
Reporting To: P3 Services Manager
Scope of Duties and Responsibilities:
- Develop, improve, and track relevant Key Performance Indicators for the Help Desk Services for all BYES contracts.
- Ensure the delivery of services in accordance with business systems, such as H&S, quality assurance, environmental management systems, financial systems, administration, and policies. Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
- Ensure the delivery of all services meets the specifications of the project agreement ensuring all changes, developments, and additional services are recorded accordingly with the commercial activity of the contract. Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service to prevent future problems.
- Prepare, manage, and achieve the annual budget for the Help Desk, developing new approaches for efficiency gains where appropriate.
- Effectively manage all HR-related issues for staff ensuring the close liaison with the HR Manager to ensure that all issues are dealt with in accordance with company procedures and timescales. i.e. Attendance, Disciplinary, Appraisals, and Recruitment.
- Develop a succession plan for the Help Desk and assist the P3 Services Manager in the overall contract succession plan ensuring effective business continuity planning and out-of-hours coverage for the Help Desk.
- Work to promote excellent customer service, and effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
- Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in Helpdesk issues.
- Assist, where required, with the development and delivery of new business within the organization which may include, but is not limited to, provision of support to the client interface such as discussions, meetings, presentations, etc., and support the production of materials required for bid submissions. Support and look to effectively integrate Help Desk service of other Company contracts for mutual benefit as required.
- Conduct meetings with the client and staff as required by the specification of the contract and by the P3 Services Manager on a regular basis.
- Ensure harmonious working relationships between Service Managers in their respective areas and that customer expectations are managed at all times, within contract and budget parameters.
- Promote excellent customer service, and effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Develops workflow, processes, goals, and policies to continually improve the quality of customer service
- Produce training material and carry out training and annual reviews for helpdesk operators, FM staff, and facility users relating to the Help Desk department and communication equipment. Provide training to new users on Maximo system.
- Ensure the effective management of items such as the OHS Act, PPE, and H&S in order to adhere to legislation and company quality systems and meet the very highest standard at all times.
- Promote effective and efficient coordination and integration between various teams ensuring continuity of service delivery, administration, and procedures across service areas.
- Develop and maintain various manuals, operational plans, policies, and procedures.
- Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Manage all relevant sub-contracts ensuring that regular meetings are conducted to measure performance and that all H&S, Q&E and administration are closely monitored.
- Provide all necessary management and contractual reports on service and output information from services ensuring the effective and timely production of monthly reports and information required for meetings.
- Work with the management team in a manner consistent with the Company’s mission, aims, beliefs, and FM best practices.
- Participate in out-of-hours management team as part of contract business continuity plan.
- Comply with the Company’s Policies, Management Plans and Procedures
- Fulfil Health & Safety responsibilities by adherence to the requirements of the Company's Health & Safety Policy and Health & Safety Management Plans
- Support the Company's Quality Policy Statement and actively participate in the achievement of Company and personal Quality objectives
- Undertake such other duties appropriate to the level and character of work as may re
-
Help Desk Manager
6 months ago
Surrey, Canada Bouygues Energies & Services Full timeHelp Desk Manager Reporting To: P3 Services Manager Scope of Duties and Responsibilities: - Develop, improve, and track relevant Key Performance Indicators for the Help Desk Services for all BYES contracts. - Ensure the delivery of services in accordance with business systems, such as H&S, quality assurance, environmental management systems, financial...
-
Help Desk Manager
7 months ago
Surrey, Canada Bouygues Energies and Services Canada Limited Full time**Reporting To**: P3 Services Manager **Scope of Duties and Responsibilities**: 1. Develop, improve, and track relevant Key Performance Indicators for the Help Desk Services for all BYES contracts. 2. Ensure the delivery of services in accordance with business systems, such as H&S, quality assurance, environmental management systems, financial systems,...
-
Jr. IT Help Desk
6 months ago
Surrey, Canada Garaventa Lift Full timeWe are seeking a Jr. Help Desk Admin **(ON-SITE) **to join our team! The Help Desk will coordinate and solve tickets generated by internal end users. Attention to detail is a must! Working within customer centric mindset will be key in this role. This is an entry-level role that will require the basic knowledge and understanding of widely used hardware and...
-
Customer Service
7 months ago
Surrey, Canada Bouygues Energies and Services Canada Limited Full timeBouygues Energies & Services, a leading provider of facility management services across Canada, is seeking casual Customer Service/ Help Desk Operators to work at the RCMP Divisional Headquarters located in North Surrey, BC. The facility is a state-of-the-art, 35-acre multi-building complex that has won several awards. Reporting to the Help Desk Supervisor,...
-
Customer Service
6 months ago
Surrey, Canada Bouygues Energies & Services Full timeBouygues Energies & Services, a leading provider of facility management services across Canada, is seeking **casual Customer Service/ Help Desk Operators** to work at the RCMP Divisional Headquarters located in North Surrey, BC. The facility is a state-of-the-art, 35-acre multi-building complex that has won several awards. Reporting to the Help Desk...
-
Help Desk Assistant
3 months ago
Surrey, Canada TNC True North Consultancy Ltd. Full timeTNC True North Consultancy Ltd. is the leading immigration consultancy company in the Lower Mainland. We are looking for professional, energetic, and experienced staff at the moment. Please follow the details for more information: **Position**: Help Desk assistant **Vacancies**: 2 **Wage**: $17.50 or more **Experience Requirements**: Minimum 6 months of...
-
Help Desk Specialist
7 days ago
Surrey, British Columbia, Canada IT Company Full timeAbout IT CompanyWe are a leading provider of innovative technology solutions.Job OverviewThe Help Desk Specialist will be responsible for providing technical assistance and support to our customers.Key Responsibilities:Coordinate with customers to resolve technical issues and escalate as needed.Read technical manuals and guides to provide expert advice to...
-
Help Desk Technician
6 months ago
Surrey, Canada Resolved Business IT Solutions Inc. Full timeEducation: - Expérience: **Education**: - College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years **Work setting**: - Help desk - Office building **Tasks**: - Respond to users experiencing difficulties with computer - Consult user guides, technical manuals and other documents to research and implement...
-
Help Desk Technician
6 months ago
Surrey, Canada Resolved Business IT Solutions Inc. Full timeWork Term: Permanent - Work Language: English - Hours: 40 hours per week - Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years - Experience: 1 year to less than 2 years **Work setting**: - Help desk - Office building **Tasks**: - Communicate electronically and in person with computer users...
-
Help Desk Technician
6 months ago
Surrey, Canada Resolved Business IT Solutions Inc. Full timeWork Term: Permanent - Work Language: English - Hours: 40 hours per week - Education: Secondary (high) school graduation certificate - Experience: 1 year to less than 2 years **Work setting**: - Help desk - Office building **Tasks**: - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems...
-
Help Desk Supervisor
2 months ago
Surrey, Canada Discovery Community College Full time**Help Desk Supervisor - Regional Administration** **Discovery Community College **currently has an opening in our Surrey campus for a dynamic individual to join our team in a regional administrative role. **This position will be full time on the below schedule**: - Monday to Friday 7:30 am to 4:30 pm (1 hour lunch) (some flexibility for later evenings...
-
Help Desk Assistant for On-Site Work
3 weeks ago
Surrey, British Columbia, Canada Fresh Fields Labour Supply Inc.] Full timeWe are seeking a reliable and detail-oriented Help Desk Assistant to join our team at Fresh Fields Labour Supply Inc. in an on-site capacity. This is a unique opportunity for the right candidate to work with a dynamic company that values equal employment opportunities.OverviewFresh Fields Labour Supply Inc. promotes a culture of inclusivity and diversity,...
-
Service Desk Supervisor
7 months ago
Surrey, Canada Compugen Inc Full time**Job Title** - Service Desk Supervisor **Vacancy No** - VN7138 **Company Name** - Compugen Inc **Work Location** - Surrey, BC **Base Pay Range** - $85000-$100000 Annually *range is not inclusive of variable compensation (if applicable). **Job Details** **Position: Service Desk Supervisor** **Location: Surrey, BC** **About Compugen** Compugen is one...
-
Service Desk Technician
6 months ago
Surrey, Canada AFL Telecommunications LLC Full timeAmerica Fujikura Limited (AFL) is looking to grow our Service Desk team! We are searching for energetic customer service-oriented Service Desk Technicians. If you are passionate about IT, have strong technical capabilities, enjoy working in a customer service setting, and excel in a fast-paced and dynamic work environment, this role is for you! HERE'S THE...
-
Front Desk Receptionist
1 month ago
Surrey, Canada Clover Hills Rehabilitation Full timeAt Clover Hills Rehabilitation, we create a safe and comfortable environment that is focused on making our patient's visits enjoyable from the moment they step through our doors. We are looking for a person to join our front desk team who is passionate about healthcare, wellness, has a pleasant/welcoming personality and is flexible in their availability. We...
-
Assistant Front Desk Manager
7 months ago
Surrey, Canada Civic Hotel Full timeCivic Hotel, Autograph Collection, is a bold landmark that merges BC’s artistry, culture and flavours with the spirit of entrepreneurial discovery — an independent, boutique hotel located in the heart of Surrey City and next to Surrey Central SkyTrain Station. Civic Hotel proudly stands at the intersection of now and next, the great city center’s...
-
Front Desk Manager
7 months ago
Surrey, Canada Suki's Salons Full timeOur Culture: We believe our customers always deserve to receive the highest level of quality service We believe teamwork is the most important trait to being successful We believe in running a profitable venture We believe constant education is a fundamental part of life We believe we have a responsibility to be good citizens, contributing to the community,...
-
Front Desk Receptionist
6 months ago
Surrey, Canada Allteck Limited Partnership Full timeAllteck is seeking a part-time Front Desk Receptionist to join our team in Surrey! This position would be a great fit for a stay at home parent looking to work during school hours. 9-9:30 - 2-2:30. We offer three (3) weeks vacation to start plus an excellent company paid benefits program which includes a Health and Wellness program. **Role**: The Front...
-
IT Service Desk Technician
6 months ago
Surrey, Canada Raxxos Technology Inc Full time**NOTE: APPLICANTS MUST HAVE EXPERIENCE SETTING UP AND MANAGING MICROSOFT CLOUD SOLUTIONS (AZURE, SHAREPOINT, INTUNE, DEFENDER, MICROSOFT 365)** Do you love technology and helping people? Do you have the skills and experience to set up and manage Microsoft cloud solutions (Azure, SharePoint, Intune, Defender, Microsoft 365)? If so, you might be the perfect...
-
IT Service Desk Technician
2 months ago
Surrey, Canada Raxxos Technology Inc Full time**NOTE: APPLICANTS MUST HAVE EXPERIENCE SETTING UP AND MANAGING MICROSOFT CLOUD SOLUTIONS (AZURE, SHAREPOINT, INTUNE, DEFENDER, MICROSOFT 365)** Do you love technology and helping people? Do you have the skills and experience to set up and manage Microsoft cloud solutions (Azure, SharePoint, Intune, Defender, Microsoft 365)? If so, you might be the perfect...