Service Desk Team Leader
Posted on Nov 25, 2022 by Global Technology Solutions Ltd
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
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.
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.
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