Service Desk Team Leader

£30000 - £35000 per annum
20 Sep 2017
18 Oct 2017
Daryl Kay Sanderson
Job Level
Contract Type
Full Time
Assist and manage the day to day tickets, tasks and orders which are logged as port of the companies BAU process from receipt to resolution and closure ensuring service level agreement targets are met, in line with customer contractual SLA's and company ITIL incident management.
To complete the initial diagnosis of all incidents and either resolve to the customers satisfaction using documented processes and procedures or escalate to 2nd line application support using agreed processes.
Assist Engineering with Tier 2 investigations and fault replication via the lab environment.
Handle 1st line escalations raised by clients.
Assist with OOH (24/7) escalations and liaise with engineering and clients.
Ad-hoc site visits/client visits for either account reviews or assisting engineering with new installation/project work.
Pro-actively contact customers to maintain a consistent high level of service delivery - act as the "first port of call" for support provision inbound and outbound.
Answer questions from customers and prospective customers about the features and capabilities of the company offerings.
You will have had previous experience of provisioning, number management, vendor management as well as logistics and stock management.

You will be responsible for validating, implementing and documenting BAU order for Hosted PBX, Networking and SaaS while liaising with and updating the affected customer.
Ordering, editing and removing telephone numbers within the network working alongside vendors such as BT, Gamma, COLT, Level 3 etc will form part of your duties.
You must have strong written and verbal communication skills.

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market...