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Service Desk Team Leader

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Job Description

Service Desk Team Leader Role:
To lead the day to day operations of the Service Desk ensuring that Service performance always meets targets. You will manage, develop, inspire and motivate the Service Desk Team to provide premium customer service and high-quality support services.
You will work alongside the End User Computing Manager, interfacing over analyst training and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services.
Key Responsibilities:
Line Management:
– Perform monthly 121s with each team member and manage day to day staff issues
– Complete quality assessments of the Service Desk Analysts with both ticket quality and phone quality
– Initiate and implement service improvements
– Provide monitoring/coaching to enable the personal development of the Service desk analysts
– Ensuring the rota for the team is kept up to date and appropriate for the demands of the Service.
– You will ensure the creation and delivery of daily/weekly/monthly reports for the service.
Service Management:
– Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst capacity is maintained at all times.
Complaints Management:
– Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process.
Escalation Management:
– You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented
– Ensuring completion of Service Desk analyst training across all services, in order to:
– Meet BAU targets
– Meet future needs of the business
– Ensure resolution and Quality rates are in line with client/business demands.
Key Skills:
The successful candidate will need to have:
– At least 1 years’ experience in a Service Desk leadership role
– Technical knowledge of and previous experience of supporting technologies including:
– Windows 10
– Mobile Devices
– Office 2016 / 365
– Citrix
– 2+ years’ experience in Service Desk remote support of corporate clients
– Good understanding of Incident/Request management and ticket handling
– Experience of working to SLA’s and KPI measures
– Experience of using/contributing to a Knowledge base
– ITIL Foundation Certificate Accreditation
– Knowledge of Legal Applications – Document Management, Digital Dictation would be an advantage
About Us:
We are a UK based, award winning, IT services and technology company with over 25 years’ experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support.
Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull.
We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus.
Our Vision:
To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years.
Our Values:
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
– Be the best you can be
– We do what we say
– Together we win

Job Summary

Solihull, West Midlands (County) Location
IT Job Pro

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