Service Desk Team Leader

Dartford, Kent
To £27k DOE
04 Apr 2018
18 Apr 2018
Contract Type
Full Time

Service Desk Team Leader
Up to £27k DOE

Our client is looking for an Service Desk Team Leader to join their dynamic and rapidly growing company at their office in Dartford.
The Service Desk Team Leader is responsible for laying out the whole workday for a thriving helpdesk. This involves managing incoming support requests, assigning and moving time schedules and liaising with customers.
Ideal candidates will be meticulous, organised as well as a great communicator, but they will also be interested in all IT aspects and have sufficient IT knowledge to be able to route calls in an informed manner.

Essential Duties and Responsibilities

Dispatch responsibilities:
•Responsible for the running of the service desk in line with ITIL Standards and the published dispatcher process for the allocation of support tickets to the engineering team
•Ensure all new tickets received are entered correctly in line with the Dispatcher Process document
•Ensuring all tickets are dispatched in order to meet the required Service Level Agreements (SLAs)
•Ensure the correct process is followed by all involved throughout the lifetime of the ticket and correct statuses are used throughout
•Responsible for the prioritising of tickets based on their severity and the customer SLAs
•Ensure the customer has confirmed their satisfaction with the work supplied before setting the ticket as complete
•Responsible for the workload of engineers ensuring they are kept busy with waiting tickets and helpdesk procedures are followed at all times
•Be the first point of contact for all incoming phone calls, logging new tickets and updating customers on the progress of ongoing tickets
•Have sufficient 1st line support knowledge to be able to answer questions raised on tickets and to ask relevant questions to ensure the engineer has all the information required before assigning the ticket
•Responsible for the scheduling of engineers for site visits when required
•Produce end of day reports on service statistics and service status
•Produce client reports when required
•Manage feedback survey responses, ensuring required contact is followed up and issues are dealt with to the customer’s satisfaction or escalating if required

Professional and Organisational Qualities :
•Must have at least three years experience in similar role with solid IT knowledge
•Must be able to manage a team of Engineers
•Must display a high level of organisational skills whilst under pressure
•Must be assertive and confident and show strong supervisory skills
•Must be confident and have excellent customer facing skills and enjoy telephone interaction
•Must have a high attention to detail and be able to follow a published procedure consistently
•Must be able to multitask. Obtain a high level of ability with computer applications
•Be able to pick up new information quickly

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