Service Desk Team Leader - Reading/Remote - German Speaking

TrinIT Group

Posted on Sep 21, 2022 by TrinIT Group

Reading, Berkshire, United Kingdom
IT
1 Jan 2022
£40k - £40k Annual
Full-Time

Service Desk Team Leader - Reading/Remote - German Speaking

TrinI.T. Talent are looking for a Service Desk Team Leader to join our customers team based in Reading/Remote. This is a permanent position paying up to £40,000 depending on experience.

Job Description:-

To provide day to day supervision and support of the Level 1 Incident Operator, Partner Support, Customer Care teams and support the wider German Service Desk function.

Key skills:-

  • Work with Desk Service Manager to effectively support and develop the Incident Management Team on a day to day basis.
  • To ensure adequate staffing levels and manage the workload of the team
  • To develop a training programme to ensure appropriate levels of product knowledge
  • To review, recommend and implement process to increase efficiency and effectiveness of the team
  • To provide support and advice relating to calls and other operational issues to the Service and Support Teams
  • To monitor SLAs ensuring they are adhered to highlighting any recurring issues
  • To produce scheduled and ad hoc reports as required by management and the service owners
  • To handle all first and second line technical queries received via phone, email, webchat or portal
  • To provide support and resolve issues over the phone
  • To escalate unresolvable issues to Field Solutions Support Specialist, Service Account Manager, Remote Resolution or 3rd line print as required
  • To request despatch of spare parts via Service Operations Administration when required
  • To arrange return to base service via Service Operations Administration when required
  • To log warranty calls on Service Management System (SMS) and escalate to appropriate resolver group
  • To request field service call through Third party Call Coordinator
  • To log all queries via the SMS, updating call status where appropriate and closing calls once actions are complete
  • To monitor call status and chase/escalate any outside of SLA for resolution
  • To work with and support CSM in delivery of service stats as required
  • To monitor call status and chase/escalate any outside of SLA for resolution
  • To highlight and report on any areas of improvement

If you feel you have the right experience for this role, please get in touch by sending your CV in Word format to (see below)

TrinI.T. Talent will consider applications based only on skills and ability and will not discriminate on any grounds.

Service Desk Team Leader - Reading/Remote - German Speaking

Reference: 1736293847

Set up alerts to get notified of new vacancies.

Similar Jobs

Picker Packer

Reading, Berkshire, United Kingdom

£0 - £0 Annual

Warehouse Operative - Night Shift

Reading, Berkshire, United Kingdom

£0 - £0 Annual

Warehouse Operative - Night Shift

Reading, Berkshire, United Kingdom

£0 - £0 Annual

Amazon Fulfillment Associate

Reading, Berkshire, United Kingdom

£0 - £0 Annual