Service Desk Dispatcher and Office Supervisor

Recruiter
Recruitment Genius
Location
Dartford
Posted
12 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
A dynamic rapidly growing UK based company with Software Development andInfrastructure Support teams based in India. They are looking for a Service Desk Dispatcher and Office Supervisor tojoin their dynamic and rapidly growing company in their office in Dartford. Job Outline The Service Desk Dispatcher and Office Supervisor is responsible forlaying out the whole workday for their thriving helpdesk. This involvesmanaging incoming support requests, assigning and moving time schedulesand liaising with customers Duties and responsibilities Dispatch: - Responsible for the running of the service desk in line with ITILStandards and the published dispatcher process for the allocation ofsupport tickets to the engineering team. - Ensure all new tickets received are entered correctly in line withthe Dispatcher Process document and dispatched in order to meet therequired Service Level Agreements (SLA's). - Ensure the correct process is followed by all involved throughout thelifetime of the ticket and correct status' are used throughout. - Ensure the customer has confirmed their satisfaction with the worksupplied before setting the ticket as Complete. - Responsible for the workload of engineers ensuring they are kept busywith waiting tickets and helpdesk procedures are followed at all times. - Be the first point of contact for all incoming phone calls, loggingnew tickets and updating customers on the progress of ongoing tickets. - Responsible for the scheduling of engineers for site visits whenrequired. - Produce end of day reports on service statistics and service status. - Produce client reports when required. Office Supervisor responsibilities: - Creation and email delivery of standard non-project quotes in linewith written processes and procedures. - Supervise employee's time keeping and attendance and providereporting where required. - Supervise employee's performance and progression and assist theSenior management in staff appraisals and target setting when required. - Approve staff holiday requests to ensure the helpdesk remainssuitably staffed at all times and as current work load requires. - Manage office petty cash float to ensure normal sundries items are available - Provide occasional PA services to the MD and senior management staffwhere required. - Administer the companies Health and Safety requirements to maintaincompliance. Professional and Organisational Qualities - Must have at least five years' experience in running an I.T. ServiceDesk with solid IT knowledge. - display a high level of organizational skills whilst under pressure. - be assertive and confident and show strong supervisory skills. - be confident and have excellent customer facing skills and enjoytelephone interaction. - be able to multitask. Obtain a high level of ability with computerapplications and be able to pick up new information quickly - provided by Dice ITIL, SLA, STATISTICS

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