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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


- 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
Start Date Required Experience
See listing
Required Education