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  » Posted on: 10-12-2018

Position or Job Title Service Desk Team Leader
Company CV-Library Ltd
Recruiter Reference itjobspost/209161108
Position Location (City) Southampton
County/Area Hertfordshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
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 Call reg 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 KNOWLEDGE, SKILLS AND EXPERIENCE Key Technical Skills & Basic Understandings (Basic understanding of the below would be preferred but not essential) • 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 Key Competencies • Understanding Petrol forecourt systems & Convenience market • Excellent customer service • Problem analysis/problem solving • Attention to detail • Microsoft office (Computer Literate) • Windows Operating System ranging from 2000 – Windows 7 • Develop an understanding of ITIL processes • Continued self-improvement, to achieve expert knowledge in all areas of the company 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 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 and working with your line Manager to achieve these • 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 • Must be Flexible and able to accommodate last minute management cover as and when required. Key Technical Skills & Basic Understandings (Basic understanding of the below would be preferred but not essential) • 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 Key Competencies (Understanding of the below is essential to the position) • Oral and written communication skills • Understanding Petrol forecourt systems & Convenience market • Stress tolerance • Microsoft office (Computer Literate) • Windows Operating System ranging from 2000 – Windows 7

Required Skills
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Nice To Have Skills
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Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
Start Date Required Experience
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Required Education
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