3 IT jobs in South East

Job Title: Helpdesk Team Leader

Salary: 18.38 per hour

Schedule: Full-time, Monday - Friday, 08:00 - 17:00

Location: Worthing

Key Responsibilities:

• Team Leadership & Performance Management: Supervise helpdesk staff, ensuring optimal coverage, performance, training, and adherence to service standards. Monitor individual and team performance, and provide jeopardy management reports to relevant stakeholders.
• Service Request & Workflow Management: Oversee the logging and triaging of service requests (calls and walk-ins) and utilize the CAFAM Planon system for dispatching tasks and maintaining structured workflows.
• Quality Assurance & Financial Oversight: Monitor SLA/KPI compliance (Balanced Score Card), handle complaints, and prepare operational reports. Manage the sub-contractor's inbox, oversee Work In Progress (WIP) for timely billing, and collaborate with the Finance Administrator to ensure accurate Schedule of Rates (SOR).
• Customer Service & Collaboration: Deliver high standards of responsiveness and professionalism to both internal and external customers. Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.

Experience / Skills:

• Experience and Role: Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment. Previous experience in a supervisory or team leader position with responsibility for staff performance, development, and workload management.
• System Knowledge and Performance: Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively. Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels.
• Organisational and Problem-Solving Skills: Strong organisational and problem-solving skills with the ability to prioritise competing demands in a fast-paced environment. Proficiency in Microsoft Office and other digital collaboration tools.
• Compliance, Analysis, and Improvement: Understanding of health, safety, and compliance requirements. Ability to analyse service performance data and contribute to continuous improvement initiatives. Flexibility to adapt to changing priorities and client needs.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

Are you a customer service professional with a calm and helpful demeanor? Randstad is looking for a dedicated Help Desk & Switchboard Operator to join the busy and friendly team at 2Gether Support Solutions. This is a temporary role that offers a unique opportunity to play a key part in the smooth running of hospitals across East Kent.

As a Help Desk & Switchboard Operator, you will be the first point of contact for staff, patients, and visitors. You'll perform a vital role in providing professional and timely services in a fast-paced hospital environment.

Your responsibilities will include:

• Handling Communications: Receiving, directing, and managing all incoming calls, including emergency and alarm calls, in line with NHS policies.

• Operating Systems: Managing paging systems, issuing pagers to staff, and maintaining telephone records and on-call rosters.

• Providing Support: Receiving help desk calls, dispatching jobs to relevant departments, arranging non-patient transport, and reporting system failures.

• Customer Service: Liaising with various hospital departments and providing a helpful and professional service to everyone you interact with.

• Position: Help Desk and Switchboard Operator

• Hourly Rate: 12.60

• Contract: 6+ months, with weekly pay through Randstad

• Hours: This is a full-time, 24/7 rota , including night and weekend shifts. Flexibility is essential.

• Location: East Kent hospitals

We are looking for someone with a flexible and can-do attitude who is committed to providing excellent customer service.

• Experience: Previous help desk or switchboard experience is a significant advantage.

• Skills: You must have strong communication skills, excellent IT skills (including Microsoft Office), and the ability to learn new systems quickly.

• Temperament: You are able to handle emergency and high-pressure situations with a professional and calm approach.

• Knowledge: Knowledge of the local area and common medical terminology is a plus.

• Transport: Access to your own transport is an advantage due to the location of the hospital.

• Training & Development: All necessary training will be provided, with opportunities for further development.

• Exclusive Benefits: Access to great discounts with top high street retailers and our Employee Assistance Programme.

• Career Opportunities: This role provides long-term work opportunities and competitive pay.

If you are a proactive and reliable individual who thrives in a dynamic environment, we encourage you to apply now!

Randstad Business Support is acting as an Employment Business in relation to this vacancy.