1st Line IT Service Desk Supervisor

£26k - £30k pa + Benefits
19 Oct 2016
18 Nov 2016
Contract Type
Service Desk Supervisor - Permanent - Wythenshawe - Up to £30,000 + Benefits

Job Role The Service Desk Supervisor's role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance with high levels of customer service. This includes the responsibility of managing all procedures related to the identification, prioritisation, and resolution of all support requests and the monitoring, tracking, and coordination of Service Desk functions.

*Manage the Service Desk team, ensure processing of incoming calls to the Service Desk via both telephone and Service Desk software to ensure courteous, timely, and effective resolution of end user issues
*Ensure inbound work is assigned across the whole IT team, monitoring progress and communication with the customer whilst managing quality control. Ensure adequate information is recorded in the Service Desk system by all team members
*Drive the continuous improvement and customer service programme to ensure the highest levels of customer service are provided across the Company. Instil an exceptional customer service ethic in all Service Desk staff
*Establish, maintain and enforce Service Desk SLA's in consultation with end users to establish problem resolution expectations and time frames
*Effectively communicate SLA strategies to team members in a timely and clear fashion.
*Design and enforce request handling and other team specific policies and procedures to ensure consistent levels of service and delivery across the team
*Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
*Adopt a reliable, and adaptable approach to customers. Ensure ownership is demonstrated to instil confidence in customers
*Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
*Oversee and support the IT Service Desk Analysts with project work
*Oversee the development, implementation, and administration of Service Desk procedures and policies
*Liaise with suppliers to obtain quotes and place orders using the agreed order management process
*Maintain inventories of PCs, laptops, network and other equipment
*Manage the hot swap PC stock to allow speedy replacement of faulty equipment
*Ensure relevant procedure documents are signed by users (e.g. IT Equipment Handover policy, Remote Access policy etc)
*Manage the loan equipment process (e.g. Laptops, PCs, etc)
*Ensure regular 1-2-1 meetings take place with all Service Desk staff and conduct formal appraisal meetings with IT Infrastructure Manager.
*Responsible for the day to day coaching, supervision, support and mentoring of Service Desk Analysts both individually and as a group including performance management.
*Act as escalation point where difficult or controversial requests are received or escalated.
*Manage the induction process as appropriate, identifying and arranging training and providing guidance and coaching to new Analysts
*Check and sign-off daily task lists

Skills & Experience:
*Demonstrated experience in the pro-active management and supervision of a Service Desk team. Ability to lead and line manage and take others with you.
*Proven track record in developing and leading a team in delivering within Service Level Agreements and Service Desk deliverables
*Experience in a client-facing support role, preferably in an IT Supporting capacity or other professional services company
*ITIL qualification is desirable but not essential
*Knowledge and experience supporting Microsoft Windows (7 & 10) & Office (2007, 2013) and Office 365
*Knowledge of support a networking environment
*Strong diagnostic skills
*Proven analytical and problem-solving abilities

Service Desk Supervisor - Permanent - Wythenshawe - Up to £30,000 + Benefits

For more information, please get in touch.

T: ************
E: ******************************

More jobs like this