IT Support Desk Team leader

Service Desk Team Leader job in Bridgend!

My Client, international company and  IT support provider in Bridgend are looking to appoint a Service Desk Team leader to manage a number of Technical Support IT analysts.
This role will require shift work including evenings and weekends. The salary offered is equivalent to £18k (starting) including 20 % shift allowance on top

Service Desk Team Leaders are required to:

· To pro-actively manage staff and contract/s in line with established ISO standards and to complete compliance audit actions within 30 days of being issued.

· To manage all aspects of the team’s performance e.g. call handling quality, timekeeping and absence reporting

· To provide support to the analyst in areas of customer service, systems and call handling by regular contact.

· Provide assistance to analysts with technical queries

· To undertake monitoring, coaching, a minimum of five 1-2-1’s and feedback for analyst’s call handling in accordance with agreed standards as defined in the Coaching Guide.

· To act as People Managers for the Performance Management of Staff

· Ensure a complete provision of service as specified within each client OLA

· To maintain awareness of the call volumes/queues to ensure that the service level agreements with clients are met in accordance with ITlL Incident Management guidelines

Ideally you will have call centre/ IT Support Desk running experience due to the role being quite technical. 
You must be IT literate and have IT desk support experience, relevant qualifications or able to demonstrate IT literacy through your past work 

It is essential to have:

Excellent interpersonal and communication skills,
Proven ability to work successfully under pressure,
Experience of managing and motivating a team and driving continuous improvement.
A good understanding of MS Office

If you are interested in the above position and have got relevant experience please email your CV to Daiva.adey@hays.com

March 20, 2014 • Tags:  • Posted in: General

Leave a Reply

You must be logged in to post a comment.