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.
The individual 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.
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
Provide monitoring/coaching to enable the personal development of the Service desk analysts
Reporting- 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.
Escalation Management- 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
Experience of using/contributing to a Knowledge base
Good understanding of Incident/Request management and ticket handling
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