A leading integrated security solutions provider is seeking a Service Desk Team Leader to manage a Service Desk Team on a daily basis to deliver a professional service to their clients, along with providing support to the desk and engineers to respond to their clients in an efficient manner.

About the role:

* Manage/assist the service administrators to ensure the client is updated with the fault/repair process once a call is logged

* Manage the service inbox to make sure daily calls/emails are responded to in a timely manner

* Overlook the scheduling of engineers and the ordering of parts and distribution

* Make sure the engineer has the information to be able to complete the call when parts arrive

* Support account managers in resolving client queries and resolving issues

* Call closing on a daily basis and ensuring our client has all reports and updates

* Daily invoicing of closed / completed calls

* Resolve any invoice queries, liaising with the client to resolve

* Support the contracts administrator in creating client accounts

* Weekly meetings to discuss: – open calls, invoicing, KPI’s

* Training of new starters and coaching the UK Service desk team

About you:

* Attention to detail and accuracy in call logging/reporting

* Good customer service and telephone skills with positive outlook

* Ability to build close relationships with the team/engineers and clients

* Able to work under pressure and continue to multitask/prioritise well

* Capable of using own initiative to facilitate work flow

* Team player

* Keen to support other team members and show reasoned decision-making skills

* Well organised, strong planning skills and prioritising ability