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Job Description
Day to day management of the First Line Support Desk function:
- Ensure that the Service Desk is an excellent deliverer of Customer Service.
- Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.
- Be responsible for the operational management of call assignments within the Service Desk team and to other parts of IT Pillars teams as appropriate.
- Undertake a weekly review of the First Line Service Desk call queues.
- Discover, diagnose and triage customer's problems effectively and efficiently.
- Lead in the development of good customer service practices.
- Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
- Provide self-help and user guides for the IT Pillars Customers to help reduce unnecessary direct contact with 3rd support line.
- Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
- Conduct regular surveys of users to determine the effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms.
- The post holder may be required to take part in out-of-hours system support (for which an additional allowance will be made).
- Undertake any other duties of a similar level and responsibility as may be required from time to time.
- Self-learning ability is a must, a candidate should be able to practices and work with more than 40 IT related products with the team.
- A team leader should design and plan for the hiring and training process for the new staff.
Job Requirements
- High awareness of Customer Care - the Service Desk is a high-profile function and is the users' first point of contact.
- Ability to work well under pressure and at a high work rate.
- Excellent interpersonal skills: diplomatic and able to inspire user and employee confidence.
- Ability to determine correct workload priorities for the First Line Service Desk Team.
- Ability to coach team members and provide necessary training to improve skill sets.
- Good basic IT skills.
- Knowledge of computing trends.
- Evidence of customer service skills.
- Knowledge of ITIL best practice.
- Knowledge of Project Management fundamentals.
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
- Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors, etc.
- Demonstrates an understanding of the ambitions and concerns of others.
- Delegates work appropriately and fairly.
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
- Seeks opportunities to provide people with new challenges and opportunities to develop.
- Excellent English proficiency.
