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Service Desk Manager

Employer
Interaction Recruitment
Location
UK
Salary
Competitive
Closing date
4 Dec 2021

View more

Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Service Desk Supervisor

Interaction recruitment are working with one of Peterborough's fastest growing Companies. Providing IT support to a Large number of well known companies. Continued growth has opened up an exciting service desk supervisor role.

Support

Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities

Process, Procedures and Contractual

Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

Customer Service

Endeavour to provide all customers with the best level of customer service and support.

Service Performance

Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

Process, Procedural and Contractual Responsibilities:

Ensure process, procedural and contractual agreements are being followed correctly by the team.

Daily, Weekly, Monthly & Ad-hoc reporting when required.

Point of escalation for both internal and external customers, taking ownership through to resolution

Customer Service Responsibilities:

Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader.

Service Performance Responsibilities:

Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's

Identify and escalate any potential breach of service level or risk to the company , where possible mitigating breach and managing to resolution

Provide relevant stakeholders within Services with ad hoc reports.

Awareness of ITIL methodologies and best practice

Knowledge of the working practices of the area responsible for

Good working knowledge of Microsoft Word, Excel and Outlook

Previous team management experience

Practical experience of an external Managed Services provider

Attributes:

Team focused - a genuine passion for leading individuals to deliver excellence through continuous development and improvement.

Patient, tolerant and supportive team member.

Ability to work as part of a team to deliver operational excellence

Influencer - able to remain positive at all times and influence those around you

Good relationship management skills

Driven, motivational, professional team member, with a 'can-do' attitude at all times

Process, Procedural and Contractual Attributes:

Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.

Customer Service Attributes:

Excellent proven organisational and customer service skills

Ability to take ownership of and progress problems to resolution.

Analytical, with exceptional attention to detail.

Service Performance:

Time management and prioritising skills to ensure delivery of service at all times.

Innovative thinking, in terms of service quality and improvements within the boundaries of the comapnies limits (resource, budgetary, legal etc.)

If you are interesdted in this role please send you CV to
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