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GCS Recruitment Specialists Ltd
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Milton Keynes, Buckinghamshire
Service Desk Team Leader
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Salary: £145 per day |
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Overview
Job title: Night Service Desk Team Leader Location: Milton Keynes Duration: 12 Months Rate: £154 per day (equivalent of £35,000 15%) Job Description An exciting opportunity has arisen for an IT Service Desk Supervisor to join a company in Milton Keynes, for the duration of 12 months. Position Overview The IT Service Desk Supervisor role affects colleagues of all levels, in all of our companies, in every region of the world. Being the escalation point of contact on any technology-related process, application or device, you will be responsible for managing a team that is tasked with providing first-level technical phone support by diagnosing, reporting and resolving or correcting hardware and software problems. The team you will manage provides pivotal support in all aspects of the Installing, maintaining and troubleshooting of hardware and software according to company standards - re-configuring existing systems or performing system upgrades as required. Key Responsibilities Manage a team of Service Desk Analysts. Prioritises workloads and conflicting demands as well as schedules to assure coverage. Provides ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counselling is required. Monitors trends in individual and team performance (daily, weekly, monthly). Ensures that the individual and team responsibilities are performed in a timely, consistent, responsive manner. Verifies the quality, accuracy and timeliness of responses and actions taken by Analysts. Identifies training requirements for team and works with the Regional Service Desk Manager to develop and maintain individual training plans for team members. Identifies issues and makes recommendations that will improve our procedures and collaboration with other teams. Provides troubleshooting and referral assistance. Skills and Experience This position will require the successful individual to manage a team that provides technical support to users based in our Asia/Pacific territories, therefore the shift pattern will be between Sunday to Thursday, between 10pm and 7am. Experience of working within a similar capacity for a Service Desk / Call Centre. Technical Troubleshooting experience. Familiar with a variety of the field's concepts, practices, and procedures Must have excellent verbal and written communication skills Bachelor's degree in computer science or equivalent is desired GCS Computer Recruitment Services is acting as an Employment Business in relation to this vacancy.