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Our client is seeking an experienced Senior Service Desk professional to manage and oversee a team of four. The successful candidate will be responsible for ensuring the service desk runs smoothly and efficiently, maintaining seamless service continuity for customers and ensuring all activities meet the required service level agreements (SLAs).
Key Responsibilities:Service Desk Management:
Manage the day-to-day operations and requirements of the service desk.Allocate and monitor workloads across the team to ensure efficiency.Ensure the team delivers services in line with SLAs.Customer Interaction:
Receive and log customer service requests via phone, email, or online platforms, ensuring all information is accurately captured.Serve as the primary point of contact for customers, keeping them informed on service requests, engineer schedules, and resolution updates.Respond to customer enquiries and ensure a high standard of satisfaction throughout the process.Scheduling and Coordination:
Prioritise and assign service engineers based on urgency, location, and skillsets.Collaborate with engineers and management to resolve scheduling issues and maintain efficiency.Coordinate training, equipment, and logistical support for engineers as required.Reporting and Documentation:
Maintain accurate records of service requests, job assignments, and engineer activities.Prepare reports on service desk performance, including response times, job volumes, and customer feedback.Identify opportunities for process improvements and implement changes to enhance service desk workflows.Experience Required:Proven experience managing a service desk in a fast-paced environment.Experience supervising and motivating a team.Strong understanding of scheduling engineers and managing job assignments.Familiarity with SIMPRO software is highly desirable.Exceptional communication skills, both written and verbal.
Please note:As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, please assume you have been unsuccessful on this occasion.In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.
