Service Desk Supervisor

EQUANS is looking for a Service Desk Supervisor to join our team in Grimsby. This is a permanent role working 30 hours per week. On offer is a salary up to £23,600 depending on skills and experience and benefits package.

The Service Desk Supervisor provides user support and customer service on a diverse portfolio of property for a variety of clients.  They will process calls for repairs and provide assistance and advice on the appropriate action to be taken. They will be responsible for processing requisitions, orders and invoices to maintain financial records

What will you deliver?

• Respond to requests for assistance in person, via phone, electronically 
• To prioritise and escalate calls based on knowledge of the business impact of the reported problems
• Advise user on appropriate action taken
• Develop, follow and review standard service desk procedures 
• Log all help desk interactions 
• Administer help desk software 
• Redirect problems to appropriate resource 
• Assist with the training and enabling of other staff
• Complete regular data quality checks on the property management software to ensure the data kept is accurate and up to date
• Ensure all requisitions, works orders and invoices are processed as directed by the Asset Management Cost & Commercial Officer and Commercial and Property Data Manager
• Advise all requisitioners about the correct purchase to payment processes to follow where required
• Prepare activity reports and monitor service desk performance 
• Monitor the service desk call queue and supervise the service desk staff to ensure that there is adequate cover to service call volumes at all times. This will include maintaining and monitoring a rota in line with our Hybrid Working policy, having a balance of home and office presence.
• Ensure all Customers (both internal and external) are dealt with in a courteous manner and without prejudice

What can we offer you?

On offer is a salary of £26,000 – £29,500 depending on skills and experience and benefits package which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

•  An AAT, finance or similar qualification or a willingness to complete the qualification would be advantageous Recent, proven line management experience
• Knowledge of basic finance and accounting processes and payment handling skills
• Knowledge of building maintenance processes would be an advantage
• A good working knowledge of office IT systems including databases and Microsoft Word Excel Outlook and Teams
• A good knowledge of Local Government Services
• To be familiar with the principles of customer care and Service Level Agreements
• Knowledge of relevant call tracking applications
• Knowledge of performance management principles
• Related experience and training
• Experience dealing with public customers with the ability to build and maintain effective relationships
• Ability to plan, prioritise and organise work to meet deadlines
• Flexible to meet the needs of the service
• Adaptable to change and new ways of working

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.  

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.