Job ID 252358
If you are a Senior Service Desk Analyst or Service Desk Team Lead we'd love to discuss a new role that has just landed. It's a 12 month initial fixed term contract so you will benefit from the client's holiday, pension and healthcare package.
Please note this role will require onsite attendance 3 days a week.
As Service Desk Team Lead, some of your responsibilities will include:
Lead, manage and coordinate the Service Desk Analysts in their daily duties of handling colleague contacts and resolve/fulfil incident and requests in a timely manner whilst facilitating good customer service culture within the team
Evaluate and assess Service Desk analyst performance via metrics and reporting, metrics and work with analysts to address any underperformance
Ensure quality and assurance checks against each analyst is undertaken to ensure tickets are being raised containing all necessary information such as good summary and description information, are categorised and are being triaged etc. and take action to address any quality of issues
Review all colleague complaints and escalations to Service Desk, rectify any issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
Continually review Service Desk operations, processes and tooling to determine how effective they are, identifying alternative ones to improve the delivery of the services the Service Desk provides.
Manage the rota of Service Desk Analysts to ensure resources are available throughout shift cover
To be successful in this role, you should have:
Good interpersonal skills
Have operated in a Service Desk role
Be able to work under pressure
Must have good leadership skills
Must be knowledgeable about Service Desk systems and tools
Must have good judgment and approach in handling complaints and escalations
Relevant ITIL qualifications (desirable)