Accessibility Links

Service Desk Team Leader

Expired
  • Salary: £30000 per annum + benefits
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 18/09/2017
  • Job reference: J374197A

We're really sorry, but it looks like this job has already been filled.

Register your CV with us, see our latest jobs or use the search below.

Service Desk Team Leader- up to £30,000 plus benefits. FTSE 100 organisation.

I am recruiting a Service Desk team leader on behalf of a FTSE 100 organisation and market leader across a number of industries.

As the Service Desk Team Leader you will lead, develop and motivate a team of Service Desk analysts, to meet agreed service levels and provide exceptional levels of customer satisfaction.

Responsibilities

  • Ensure the team achieves targets for quality, call handling and first time fix.
  • Daily, weekly and monthly reporting on service and team performance
  • Assist the analysts when call volumes peak or when additional expertise is required.
  • Ensure staff have received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge.
  • To perform as part of the team within the Technical Service Desk, this will include but is not limited to; carrying out work requests, logging all incidents and requests received via phone, email or other means to agreed standards, when required.
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, when agreed.
  • To complete regular one-to-one performance reviews and annual appraisal reviews.
  • Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, employee welfare, in conjunction with the HR department and the Service Desk Manager
  • Identify and address any skills gaps with effective team mentoring, cross skilling, internal training, and /or flagging any areas that require additional or external support to the Service Desk Manager
  • Identify and deliver service improvement activities to enhance customer service and develop the service
  • To report any issues, either people or process related, to the Service Desk Manager for review
  • To assist in the recruitment process for new service desk staff
  • Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To provide Incident and Major Incident Management as part of Service Delivery, ensuring communication back to the customer and the Service Desk analysts
  • Cover for the other Service Desk Team Leader and Service Desk Manager, as appropriate for periods of holiday or absence.

Ideal Candidate

  • Proven, technical and employee leadership experience, ideally with "hands on" management of a team of service desk analysts, within a similar team size and call volume environment
  • ITILv3 Foundation certification
  • Excellent working knowledge of Active Directory, Exchange, Remote Assistance/Desktop, and Server Infrastructure
  • Experience of direct contact with customers
  • Incident Management experience

This is an excellent opportunity for to work for a FTSE 100 organisation and enjoy a challenging and progressive career.. If you are career focused and would like to work with a market leading organisation get in touch on 0117 9309 726 or

Similar jobs
View more similar jobs