Service Desk Team Leader

My client is a market leader within Digital Technology and is currently going through a series of exciting changes as it gears up to embark on a 3 year growth plan.

As part of this journey, they need a Service Desk Team Leader to handle first line support calls received from their customers. You will take full responsibility for capturing the necessary information to enable them to triage calls, solving all first level incidents where possible. Where second and third level support is required, you will liaise with the service and IT team, providing them with the necessary information required to further diagnose and solve the problem.

You will answer all calls in a professional and efficient manner, providing clients with a ticket reference number and a timescale for feedback. You will input all required information into a database that tracks SLA metrics and customer response times. You will retain full responsibility for all open calls, ensuring that they provide feedback to customers within SLA parameters.

When you are not actively engaged in open service calls, you will undertake constant monitoring of customer networks, proactively identifying systems errors, solving them where possible and reporting incidents to customers. A crucial part of the role is to organise the administration side of completing service level agreement documentation, (such as serial numbers, reporting dates and methods). You will be introduced as the service contact for theirclients and proactively manage ongoing service elements of their accounts.

You will also manage the engineer's daily schedule inputting information into engineer notes, coordinating their daily activities and gaining completion certificates. You will book their training courses including health and safety courses, ensuring that customers are sent work permits and certificates ahead of time.

WHO YOU ARE You're a multi-tasker, always busy with a meticulous attention to detail. You can juggle a range of tasks at any time and are one step ahead of the game. You are enthusiastic and energetic with a 'can do' attitude. You have great communication skills, always looking to help both our external and internal clients. You understand many clients are working in busy environments, often with no IT knowledge. To reassure and communicate with them clearly without jargon.

MAIN RESPONSIBILTIES This is a busy role, juggling many different aspects of service and administration. Organisation and administration skills are essential and you will be a key member of the team.

• Taking full responsibility for inbound service calls from a range of clients.
• To work closely with all teams specifically IT, service and engineers.
• To take responsibility for all customer liaison in open service cases providing a professional image of the company.
• To manage the schedule and work requirements for the engineer team. * To keep our membership of the 'Safe Contractor' Safety Standard up to date including liaising with our health and safety provider.
• To organise work permits with clients for work on installation sites. This can include construction sites, listed buildings, third parties such as Network Rail, etc…
• To be aware of all SLA metrics, ensuring we operate within these parameters. * To monitor the network, diagnosing problems and reporting incidents where required.
• To capture all necessary information and accurately record it.
• Driving high satisfaction levels with customers, aiming to restore normal operational service with minimum impact.