Service Desk Manager

Daisy Group
Birstall, UK
06 Aug 2019
05 Sep 2019
Contract Type
Full Time
The Service Desk Manager will be responsible for the Managed Services and technical support function. They will have the overall accountability in ensuring that our Service Desk delivers a world class service experience. If this sounds like a challenge you are ready to take, apply at Daisy Corporate Services today!

Job Title: Service Desk Manager
Location: Birstall, West Yorkshire
Salary: DOE

  • To maintain efficient Service Desk process knowledge within a multiple client support model
  • Technical sign off for any new service offering implemented into the Service Desk
  • Driving Customer Service Excellence, Customer Satisfaction and Technical Escalation Support.
  • Report writing within a multiple client support model
  • SDI/ ITIL v4 aligned best practice standards
  • To provide technical guidance and act as a visible face and knowledgeable resource for the service desk and other impacted teams
  • Able to review workloads, team member capabilities and training and development needs
  • Act as an escalation point and provide support to department team managers by defining best practice and quality standards and ensuring they are understood and followed

Knowledge, Skills and Experience
  • A strong technical background with understanding of ITIL v4 methodology
  • Good understanding of Service Desk best practice standards
  • Excellent telephone manner with the ability to communicate on all levels
  • Organised and self-motivated
  • Understand the importance of Customer Service Excellence
  • Professional and calm approach at all times particularly when dealing with difficult situations
  • ITIL Foundation or equivalent is desirable
  • IT/Network/Telecoms or Health background is desirable.

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It's about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer...
  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married
  • Auto enrolment following probation into a salary pension scheme
  • Access to exclusive offers on a range of Daisy products

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