Service Desk Team Leader

Sopra Banking Software
11 Feb 2018
15 Feb 2018
Contract Type
Full Time
Sopra Banking Software is recruiting for a Customer Service Desk Team Lead to join a professional and expanding team. This is a pivotal customer liaison role within our organisation; understanding customer requirements and delivering service excellence, which exceeds expectations.

The role focuses on coordination of resources and process improvement for support of all Sopra Banking customers as necessary to deliver the high quality services that Sopra strive for, this role is day-to-day operational management.

Main Accountabilities

• Provide support services to internal and external customers that meet the contractual commitments and operational level agreements.
• Work alongside other Sopra Banking units to ensure issues are managed within the call management process.
• Facilitate development and improvement of procedures involving the Service Desk team.
• Continually evaluate the existing Service Management tools to ensure that it is configured to meet the requirements of the defined process and procedures
• Providing Management Information relating to the service desk process at a frequency determined by Service Level Management and the Customer Services Manager
• Provide leadership and development of the Service Desk team.
• Authority to approve expenses for team
• Work alongside others to improve quality across the company
• Provide verbal and written updates on projects to staff, peers and the Management team.
• Ensure that appropriate issues are escalated in a timely manner and that all possible steps are taken to avoid the need for crisis management.
• Creation of Service review reports and root cause analyses following closure of incidents.

Key Competencies:

• Excellent planning and organising skills
• Willingness to creatively find solutions
• Able to work to tight deadlines under pressure
• Effective communicator (written and verbal, including presenting)
• Willing to travel to meet clients and suppliers.
• Ability to influence key decision makers to deliver results for our customers.
• A team player with a positive 'can-do' attitude, capable of delivering results, making decisions and communicating effectively at all levels.
• Excellent Microsoft Office skills (Outlook, Word and Excel).
• Must demonstrate a high level of accuracy, reliability and consistency.
• Experience of ITIL methodology.
• Experience of helpdesk systems
• Willing to travel to other Sopra and customer sites as required.
• Willing to work a flexible work pattern.

The company:

Sopra Banking Software provides IT processes, and system solutions to retail banking and asset finance customers. We have operated across Europe, the Middle East, Far East, and Africa for over 40 years. We provide the opportunity to learn and develop new skills and contribute to the advancement of your field - thinking ahead begins now. We are committed to helping you grow and share your expertise while developing a diverse and esteemed network of colleagues from around Europe.

You'll also enjoy a competitive salary, pension scheme, and excellent benefits package.

As part of our hiring process new employees will be required to pass a consumer credit check and DBS check If you have any concerns about this please raise them with the recruitment team.

If your application is for any reason unsuccessful we may hold your CV on record for up to 6 months should any other suitable roles a rise

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