Product Features
Blog
Contact Us
Sign In
360 Resourcing Solutions Ltd
,
Amersham, Buckinghamshire
Service Desk Team Lead
|
|
Job Type: Full-time |
|---|---|
|
|
Salary: £28,000 per annum |
Overview
Service Desk Team Lead - £28,000 - £30,000 – Amersham My client is a hugely successful and yet ethical and family-focused Retail brand. Named as one of The Sunday Times 100 Best companies to work for, they truly care about their people, their customers and the communities that they trade. Due to exciting growth we are looking to recruit an Service Desk Team Lead to take on a multi-platform service delivery role based at the Head Office. As the Service Desk Team Lead you will manage and develop the 3 strong Service Desk team to ensure a high quality delivery of support to the Head Office and Stores. You will be responsible for monitoring SLAs for support services and driving continuous service improvements within the team. You will be used to providing high quality customer service across a range of technology and services. Your background in technical support will enable you to assist troubleshooting problems when needed. You will be an experienced support lead with a strong understanding of the retail IT landscape and retail business processes. The successful Service Desk Team Lead will be responsible for: Lead the Service Desk function using the internal service desk tool Responsible for all incident trend analysis leading to problem management and continuous service improvement Act as an escalation point for the resolution of all service desk related issues Represent the Service desk/support functions at meetings Produce statistics and management reports as required Lead installations/upgrades of EPOS etc for new store builds Develop and mature the existing telephone/ticket escalation processes In order to be considered for the role of Service Desk Team Lead you must have the following experience: Previous Service Desk support experience in a retail environment within the ITIL framework Strong understanding of Service Desk management tools Knowledge and experience of retail/EPOS systems Exposure to multi-channel and web-based retail systems MS Business packages: MS Office365, AD, SQLServer Experience leading small teams. This is a superb opportunity for the right candidate to join a truly inspirational company. On offer is a competitive salary, superb benefits and the opportunity to work in a fast-paced yet rewarding environment. Interested? Apply now for an immediate interview.