Job ID 300147
We are recruiting for a 1st Line Support Team Leader here at City & Guilds. In this pivotal role you will work closely with the Service Desk Manager to lead by example and help to implement the shared vision across the team. You will be responsible for the day to day running of the team which is providing first line end user support to all C&G employees in using their IT equipment, software and peripherals.
It will be your responsibility to make sure contact channels are covered and we are adequately staffed during agreed operational hours. You will act as escalation point for 1st Line Support Analysts, responsible for the end-to-end management of service tickets from logging, triaging through to resolution within our SLA’s and KPI’s.
We're flexible about the location of this role, but you'll need to be within commuting distance of one of our main office hubs.
This appointment will be made on merit.
We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.
About The Role
Your role will be to lead the team by example, inspiring and motivating when needed for the team to excel and improve. You will be expected to provide input to the Service Desk Manager on performance appraisals for all analysts as well as updating any issues of operational significance to the SDM too.
You will ensure all relevant information is captured in the ITSM tool to a high standard. You will be required to proactively support as required during major incidents. You should seek opportunities to improve service and processes and make recommendations for changes.
You will also be expected to assist the Service Desk Manager with any other duties and IT projects.
Our successful candidate will have extensive experience of working in a customer service environment. Excellent knowledge of MS Office and Microsoft Windows is a must. You should have exceptional customer service skills (both verbal and written).
Whilst not mandatory, it would be advantageous to have experience of leading a small team. We would also like you to have experience of working in a technical service environment. Experience of working to and reporting against SLA’s will be required.
Understanding and experience of formal Service Delivery approaches, systems and processes in a multi-site environment would also be beneficial