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Service Desk Team Leader

Job Title: Service Desk Team Leader
Contract Type: Permanent
Location: Southampton, Hampshire
Industry:
IT
Salary: Negotiable
Start Date: November 2018
Reference: 73078-ITENG-JNB_1544463414
Contact Name: Janne Bate
Contact Email: Janne.Bate@volt.eu.com
Job Published: December 10, 2018 17:36

Job Description

* 1st escalation point for your Team
* Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
* Floor walking - distribute calls within the team whilst maintaining contractual SLAs and providing "over the shoulder support" for your colleagues. Monitoring Lunches and Breaks
* Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date. Agreeing and monitoring overtime
* Managing staff timesheets * Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager
* Actively reducing the On Hold and out of SLA lists daily
* Managing Alerts in a timely manner
* Monitoring Verisae, Service portal request and Call reg emails, ensuring the team are maintaining our contractual agreements.
* Managing distribution of project work - installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical Lead Team.
* Providing constant support to your team and opposite number(s)
* Sourcing relevant training (In house and external) via agreement from your Line manager
KNOWLEDGE, SKILLS AND EXPERIENCE Key Technical Skills & Basic Understandings (Basic understanding of the below would be preferred but not essential)
* Full understanding of SLA's & KPI's
* NVQ Level 1 or above in Customer Service or equivalent
* IT qualifications
* Other Team Leader experience would be advantageous Key Competencies
* Understanding Petrol forecourt systems & Convenience market
* Excellent customer service
* Problem analysis/problem solving
* Attention to detail
* Microsoft office (Computer Literate)
* Windows Operating System ranging from 2000 - Windows 7
* Develop an understanding of ITIL processes * Continued self-improvement, to achieve expert knowledge in all areas of the company and products, willingness to undertake an NVQ in Team Leadership
* Managing and updating the MI information for all colleagues,
* Ensuring all Service Desk processes & procedures are kept up to date in a central location.
* Conducting regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans.
* Constant telephone monitoring of staff and maintaining yearly one to ones with staff
* Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed
* Providing support in a professional manner to customers, partners and other 3rd parties.
* Dealing with all personnel issues within the team, using the support of HR and your Line Manager
* Attending internal and external meetings as and when required
* Providing reports/stats to your Line Manager/Director as and when required
* Constantly looking for ways to improve the Service Team and the customer experience and working with your line Manager to achieve these
* Providing ad hoc support to the other Managers as an when required
* Incorporating the lead by example approach in your daily working ethic
* Making sure communication is always forefront in your mind * Must be Flexible and able to accommodate last minute management cover as and when required.
Key Technical Skills & Basic Understandings
(Basic understanding of the below would be preferred but not
essential)
* Full understanding of SLA's & KPI's
* NVQ Level 1 or above in Customer Service or equivalent
* IT qualifications
* Other Team Leader experience would be advantageous
Key Competencies
(Understanding of the below is essential to the position)
* Oral and written communication skills
* Understanding Petrol forecourt systems & Convenience market
* Stress tolerance
* Microsoft office (Computer Literate)
* Windows Operating System ranging from 2000 - Windows 7