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Service Desk Team Leader

  • Location

    Southampton

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    240000

  • Contact:

    Daniel Ayres

  • Contact phone:

    02380 002 315

  • Job ref:

    483214

  • Published:

    14 days ago

  • Expiry date:

    2019-09-04

  • Startdate:

    ASAP


Solsbury Solutions are working in partnership with one of Southampton’s most innovative and forward-thinking organisations to recruit experienced Service Desk Team Leader.
 

Service Desk Team Leader
 
  
JOB LOCATION -  Southampton
  
 
Working Hours 6am – 11pm Mon – Sunday on a Rotation basis
  
These hours are subject to change depending on business needs


RESPONSIBILITIES                   
  • 1st escalation point for your Team
  • Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
  • Floor walking – distribute calls within the team whilst maintaining contractual SLAs and providi
“over the shoulder support” for your colleagues.  Monitoring Lunches and Breaks
  • Managing Sickness, Holidays and any other time off with agreement from the Line manager an making sure rotas are up to date. Agreeing and monitoring overtime
  • Managing staff time sheets
  • Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager
  • Actively reducing the On Hold and out of SLA lists daily
  • Managing Alerts in a timely manner
  • Keeping Verisae and Callreg (and any other call logging systems introduced) up to date
  • Managing distribution of project work – installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical LeadTeam.
  • Providing constant support to your team and opposite number(s)
  • Sourcing relevant training (In house and external) via agreement from your Line manager • Develop an understanding of ITIL processes
  • Continued self-improvement, to achieve expert knowledge in all areas of products, willingness to undertake an NVQ in Team Leadership
  • Managing and updating the MI information for all colleagues and keeping the bonus stats up to date
  • Constant telephone monitoring of staff and maintaining yearly one to ones with staff
  • Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed
  • Providing support in a professional manner to customers, partners and other 3rd parties.
  • Dealing with all HR issues within the team, using the support of HR and your Line Manager
  • Attending internal and external meetings as and when required
  • Providing reports/stats to your Line Manager/Director as and when required
  • Constantly looking for ways to improve the Service Team and the customer experience and working with your line Manager to achieve these
  • Providing ad hoc support to the other Managers as an when required
  • Incorporating the lead by example approach in your daily working ethic
  • Making sure communication is always forefront in your mind
  • Must be Flexible and able to accommodate last minute management cover as and when required.
KNOWLEDGE, SKILLS AND EXPERIENCE   
                                      Key Technical Skills & Basic Understandings
(Basic understanding of the below would be preferred but not essential)
  • Full understanding of SLA’s & KPI’s
  • NVQ Level 1 or above in Customer Service or equivalent
  • IT qualifications
  • Other Team Leader experience would be advantageous
  
Key Competencies  
(Understanding of the below is essential to the position)
  • Oral and written communication skills
  • Understanding Petrol forecourt systems & Convenience market
  • Excellent customer service
  • Problem analysis/problem solving
  • Good Timekeeping
  • Adaptability
  • Attention to detail
  • Stress tolerance
  • Microsoft office (Computer Literate)
  • Windows Operating System ranging from 2000 – Windows 7
  • Self motivated/A motivator
  • Positve outlook
  • Assertive
  • Maths and English GCSEs grade C or above (or equivalent)
 Solsbury Solutions Ltd are an established recruitment business working on behalf of their clients

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