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  » Posted on: 07-12-2018

Position or Job Title Service Desk Team Leader
Company CV-Library Ltd
Recruiter Reference itjobspost/209151767
Position Location (City) Southampton
County/Area Berkshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
Service Desk Team Leader

Hours are 9.00am - 5.30pm, you will be on a call one weekend in 4

Responsibilities

- 1st escalation point for your Team - Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner - Floor walking - distribute calls within the team whilst maintaining contractual SLAs and providing "over the shoulder support" for your colleagues. Monitoring Lunches and Breaks - Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date. Agreeing and monitoring overtime - Managing staff timesheets - Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager - Actively reducing the On Hold and out of SLA lists daily - Managing Alerts in a timely manner - Monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements. - Managing distribution of project work - installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical Lead Team. - Providing constant support to your team and opposite number(s) - Sourcing relevant training (In house and external) via agreement from your Line manager - Develop an understanding of ITIL processes - Continued self-improvement, to achieve expert knowledge in all areas of our client and products, willingness to undertake an NVQ in Team Leadership - Managing and updating the MI information for all colleagues, - Ensuring all Service Desk processes & procedures are kept up to date in a central location. - Conducting regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans. - Constant telephone monitoring of staff and maintaining yearly one to ones with staff - Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed - Providing support in a professional manner to our client`s customers, partners and other 3rd parties. - Dealing with all personnel issues within the team, using the support of HR and your Line Manager - Attending internal and external meetings as and when required - Providing reports/stats to your Line Manager/Director as and when required - Constantly looking for ways to improve the Service Team and the customer experience - Providing ad hoc support to the other Managers as an when required - Incorporating the lead by example approach in your daily working ethic - Making sure communication is always forefront in your mind

Knowledge, Skills & Experience

- Full understanding of SLA`s & KPI`s - NVQ Level 1 or above in Customer Service or equivalent - IT qualifications - Other Team Leader experience would be advantageous

- Oral & Written Communication Skills - Understanding Petrol forecourt systems & Convenience market - Excellent Customer Service - Problem analysis/problem solving - Good Timekeeping - Adaptability - Attention to detail - Windows Operating System ranging from 2000 - Windows 7 - Self-motivated/A motivator - Positive Outlook - Assertive

Required Skills
See listing
Nice To Have Skills
See listing
Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
£25000/annum
Start Date Required Experience
See listing
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Required Education
Other