Colleague Systems Service Manager (R0003664)

13 Nov 2017
16 Nov 2017
Contract Type
Full Time
Job Title: Colleague Systems Service Manager

Key skills:

·4+ years of IT support or relevant desktop support experience

·Familiarity with office LAN hardware, phone systems, AV, meeting room technology and Microsoft Office 365

·An understanding of office cabling/networking, ISPs, routers/switches, phone systems

·Comfortable with Windows / OS X

Secondary Skills and Aliases:

·Proven ability to manage a Service Desk and manage people and resource to provide an effective service to geographically dispersed team.

·A passion to drive and continually improve the Service Desk processes and service delivered to our customers

·Excellent communication skills

·Customer focused approach

·Understanding of the key concepts of the ITIL framework and an ITIL Foundation qualification

·Ability to work in a fluid business environment and adapt to changing priorities

·A pro-active approach and proven track record of taking ownership and driving improvements

·Extremely organised and attentive to detail and task completion

About the Colleague Systems Service Manager role:

The Colleague Systems Helpdesk Manager will own the helpdesk experience and delight in ensuring that colleagues internal, OSP, Business Partner (approx.. 12000 colleagues) are able to work effectively. You will be the person everyone knows they can turn too when needing telephone support

You should have a passion for fixing problems and constantly seek efficient solutions that will transform the current Colleague Systems IT Helpdesk to from a reactive to a proactive support function.

As TalkTalk grows, and more colleagues work flexibly this role will grow as the Colleague Systems Helpdesk will become increasingly responsible for ensuring we have the tools, process and resources support new ways of working and supporting our colleagues.

How will I add value in this role?

·Day to day management of the Colleague Systems Service

·Management of Service Requests from the Service Catalogue

·Develop KPIs and reporting mechanisms to measure against SLAs

·Knowledge management to facilitate the quick and accurate resolution of tickets

·Work closely with colleagues across all TalkTalk’s offices to identify and implement opportunities to improve processes, standardise infrastructure and create best practices

·Pro-active in addressing issues or risks affecting the ability to provide a great service and ensuring Customer Satisfaction

·Line management and leadership to direct reports and apply performance management to ensure levels of performance meet set objectives

·Create the necessary structure to ensure all analysts have access to continual training, skills refresh and coaching in order to maintain an excellent service and keep pace with change

·Ensure the continuous measurement of call handling and ticket quality against agreed standards and take immediate action to address issues and short-falls

·Provide consultancy, guidance, change services where relevant and acceptance into service input to projects and change activities seeking to build on the supported service

·Contribute to the overall Colleague Systems strategy as part of the Colleague Systems leadership team

·Contribute to the strategic direction for the Service Desk

·An ability to effectively communicate technical concepts and ideas to a non-technical audience

·Strong and demonstrable focus on process and quality and conforms to the standards established within our ISO 27001 framework.

The Company

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.

The Benefits

We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:

·Embrace flexible working

·Support you achieve you career goals

·Offer income protection and life assurance

·Offer a range of discounts on products and shopping

Location: Soapworks - Salford Quays, Manchester

Country: UK

Start date: ASAP

Salary: Competitive + bonus/benefits

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