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Service Desk Team Leader

Employment Type
Full time
Salary
Competitive
Location
Solihull

Role Purpose

The primary function of the role is to lead the day to day operations of the Service Desk ensuring that Service performance meets targets at all times. This will be achieved by managing, developing, inspiring and motivating the Service Desk Team to provide premium customer service and high quality support services.

Given the current pandemic the majority of our teams are working extremely successfully from home. Whilst based from our Solihull operation, much of the induction will be delivered remotely, using the opportunity to meet colleagues face to face where / when it is safe to do so.

Key Responsibilities

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.
You will ensure the creation and delivery of daily/weekly/monthly reports for the service.
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.
Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process.
You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented.

Skills and Experience

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 using/contributing to a Knowledge base
ITIL Foundation Certificate Accreditation

For more information about this position, please email yourcareer@acora.com and include a copy of your CV

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