Service Desk Manager

GK Recruitment Ltd ,
Burnley, Lancashire
More Details
Job Type: Full-time
Salary: £35,000 per annum

Overview

To lead and transform the customer service delivery experience and standards, by defining ITIL standard processes from 1st through to 3rd line technical support delivery within the service desk and within the field engineering teams. General Dynamic, hands-on role to lead and deliver world-class customer service support to ITIL standards for all customers in accordance with agreed SLA's and KPI's Strong, disciplined and well organised approach to work, able to prioritise, allocate and manage the workload across the team Desire and passion to deliver continuous improvement in service delivery Operate within ITIL service management framework with strong focus on Incident and Problem Management processes Operational Manage the Service Desk operation and staff to provide 1st through to 3rd line level technical support and field engineering; answering support queries, using remote desktop tools or should the need arise attendance to users place of work Manage the daily team shift rota and Out of Hours on-call rota Mentor, appraise and development of staff in their roles as Service Desk Analysts and Field Support Engineers Schedule and prioritise of IT projects and customer installations. Act as the escalation point for unresolved or escalated calls and deal accordingly showing clear ownership Maintain a high degree of customer service for all support queries and ensure the Service Desk and field service teams adhere to all IT service management principles Report to senior directors on any issue that could significantly impact the business Report and track the overall performance of the Service Delivery Team using KPI and SLA metrics Attend Change Advisory Board meetings Take overall responsibility for incident management and request fulfilment on the Service Desk Ensure staff take ownership of user problems and be proactive when dealing with user issues Ensure all calls are logged in the Service Desk logging system. Respond to enquiries from clients and help them resolve any issues in an appropriate timeframe Maintain a log of any software or hardware problems detected. Support users in the use of Computer equipment by providing necessary training and advice. Allocate more complex calls to the relevant 2nd or 3rd line support function and ensure resolution Knowledge & Skills Required: Highly driven and determined individual with excellent communication skills both written and verbal Strong analytical and problem-solving skills Demonstrable and proven ability to work on own initiative with good organisational skills and self-drive Excellent telephone manner and language communication skills Exceptional customer focus skills, with a natural aptitude to consider impact to the customer Excellent Microsoft Desktop Operating systems knowledge Good understanding of Server and Network infrastructures, including telephony systems Experience Required. Significant experience in a Senior Manager with Leadership in an IT Service Desk role Proven experience of Desktop support in a customer facing role (internal or external) Demonstrable conflict management and resolution experience Seeks the best outcomes for the business and all customers ITIL Service Delivery qualification is highly appreciated A background in IT service delivery is essential and within a MSP will be a major advantage Key Competencies Strong attitude to ownership and responsibility Customer Focused Drive for results Problem Solver Strategic thinking and innovation Excellent Management skills Ability to prioritise workload, consistent with business priorities Relationship Builder Interpersonal & influencing skills Judgement and decision making Team Player Achievement Drive Enthusiastic and motivated self-starter Problem Solving If you are interested in applying for this fantastic opportunity, feel free to attach your CV or call our office for a confidential discussion. GK Recruitment Ltd are acting as an Employment Agency

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