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Service Desk Team Leader

Global Technology Solutions Ltd

Posted on Nov 2, 2022 by Global Technology Solutions Ltd

Reading, Berkshire, United Kingdom
IT
Immediate Start
£30k - £35k Annual
Full-Time

Offered Salary & Benefits

Basic salary range is between £30,000-£35,000. Plus shift allowance, Pension and Life assurance.
Working hours are 4 days on and 4 days off - Hours are 07:00 - 19:00

Daily Duties:

Firstly, leading the Shift Team's performance, productivity, utilisation, and workloads, ensuring contractual service levels are achieved.
Secondly, provide supervision, coaching and mentoring to shift team members.
Carrying out monthly 121's with the team with the Quality Management Team.
Furthermore, be a role model and coach to all members of the shift team and lead by example.
Act as the initial point of contact for on-shift staff to reduce escalations to the Global Service Desk Manager.
Manage priority calls and Major Incidents for P1's, P2's; ensuring processes are followed.
Conduct detailed handovers at the start and end of shifts to make sure the next shift continues the call management seamlessly.
Carry out ticket management, in a priority order to reduce tickets that are "in jeopardy" of breaching contractual obligations.
Update the 'Knowledge Base' to maximise the speed of resolution.
Lastly but most importantly, maintain a high level of customer service at all times.

Attributes Needed:

2 years' Global Service Desk experience and ITIL Foundation awareness.
Strong understanding of IT Service Management ticket systems.
Results focused with ability to measure, analyse, and drive performance against KPIs.
Detailed, methodical, and logical approach to problem solving.
Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.
Excellent written and verbal communication skills.

If you are interested in GTS's jobs reading but have any questions about any of our jobs, please contact GTS.

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Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

Reference: 1780213645

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