Service Desk Supervisor

08 Mar 2018
16 Mar 2018
Contract Type
Full Time

To supervise a 24x7 shift based committed team ensuring focus on maintaining critical applications running 24 hours a day.
End-to-end management of incidents and service requests reported by the customer and achieving first line fix where possible. Escalating and liaising with other business units and 3rd parties as required.
Become involved in the recruitment, development, and training of staff and overseeing the day-to-day operational service delivery against SLAs including monitoring and reporting on KPIs.
To ensure fast, efficient and responsive Customer Services support and service are maintained achieving all targets as defined by the SLA both now and in the future, through constant review of procedures and processes, thereby directly influencing the growth and success of the business.
Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus. To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.

• Ensure that staff resources are adequate in number, skill set and ability to meet forecast demand on an on-going basis.
• Pro-actively analyze and propose projects and initiatives that will improve efficiency and or reduce costs while maintaining service levels.
• Pro-actively analyze and propose changes aimed at customer service improvements.
• Pro-actively manage special sites and escalations to ensure speedy resolution
• Responsible for ensuring failures are accurately coded for payment and performance purposes.
• Support the Contract Support Reps with our service partners to ensure a cost effective professional service is maintained.
• Ensure staff are motivated and developed to achieve their full potential
• Ensure Health and Safety guidelines are maintained within your areas of responsibility
• Act as a consultant and resource to the Service Centre Manager.
• Demonstrate an awareness of impact on project rollouts and any support issues on a company-wide basis.
• Attend training sessions offered within the group and lead training workshops.
• Develop and provide expert technical training, technical coaching, and mentoring to other members of the team.
• Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Research, resolve, and respond to highly complex questions in accordance with current standards
• Lead and assist other service centre staff in support of a major or complex product.
• Consistently model the highest levels of support orientation and professionalism.
• Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus
• Understand the needs and requirements of the Field Operation and manage all contracts effectively to meet the Service Level Agreements in-place
• Exercise both departmental and service policies as supported by the Service Centre
• Cover other Helpdesk Analysts for holidays and absences
• In addition to the duties and responsibilities listed, the jobholder is required to perform other duties assigned by the supervisor/manager from time to time, as may be reasonably required of them.


• ON Minimum of 4 GCSE’s grade A-C or equivalent including Maths & English
• Significant “hands-on” experience working in a high technical operational Service Centre or technical background preferably gained in the AFC or railway industry.
• Experience of understanding a supervisory role in contract administration and/or financial control in a transport commercial environment

• Electronic / Engineering qualification – NVQ.

• Experience of VDU/Keyboard work essential
• Aptitude to excellent planning and scheduling experience
• Passionate about Customer Services, with the ability to understand the importance of meeting targets and maintaining good customer & employee relations
• Lateral thinking skills combined with the ability to apply a range of creative problem solving techniques.
• Able to make a significant contribution in a team environment
• Broad experience communicating with customers in varying support situation

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