6 days ago

Service Desk Team Leader

Milton Keynes 27K - 27K bonus Permanent

Job Reference: BBBH42963_1663936483

Role - Service Desk Team Leader
£27,000 + bonus
Based in Milton Keynes

Concept Resourcing are working with an exciting organisation who are the leading provider of professional security solutions. The company has gone from strength to strength and has built a strong customer base across 16 counties within Europe and America.

We have an exciting opportunity to join as a Service Desk Team Leader.

The Service Desk Team Leader is involved in overseeing the delivery / scheduling of the field engineers.

Reporting to the Service Delivery Manager, the service desk team leader will be responsible for planning, managing and monitoring the successful delivery of Service Desk services to customers, through strong and effective changes, processes and methodologies, the leadership of a team of skilled Engineers, and proactive and professional customer relationship management.

The Service Desk Team Leader will be responsible for driving onboarding and service delivery to ensure our customers' services are efficiently and effectively returned to a fully-restored and functioning state. The individual will therefore play a critical role in delivering high service revenue growth for the company.

Responsibilities

  • Management of service desk coordinators ensuring SLA's and targets are met
  • To provide first class customer service to entire client base
  • Respond to service requests with SLA's
  • Support field engineers and regional managers and maintain close relationships
  • Communicate effectively with all areas of business
  • Handles requests through telephone, email, etc
  • Maintain and update customer records
  • First-call resolution of customer support issues within SLA timeframes according to priority level
  • Triaging and prioritisation of service requests
  • Management of call allocation
  • Proactive monitoring of accounts
  • Management and resolution of escalations
  • Proactively identify and report on risks and issues at both individual customer / client level
  • Define, implement and improve the onboarding process to ensure the successful onboarding of customers to the Service Desk
  • Collaborate with, manage and mentor Service Desk Coordinators to achieve customer SLAs. Hold and lead team meetings to manage all performance, processes and risks, and achieve team unity

Essential

  • Have outstanding Service Desk Leadership skills
  • Extensive experience working on a Service Desk with proven experience of successful service to customers while meeting SLAs
  • Highly analytical and data-driven
  • Able to communicate effectively with people at all levels
  • Used to dealing with a range of tasks, attention to detail
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