Service Desk Supervisor
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Job ref:
MRE/1174166_1647449671
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Location:
Hatfield, Hertfordshire
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Sector:
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Job type:
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Salary:
Negotiable
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Contact:
Michael Redfearn
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Email:
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Published:
11 months ago
In this role you will responsible for leading the IT Service Desk team ensuring an uninterrupted IT service to the business.
They are looking for a self-motivated achiever who gains satisfaction in providing excellent customer service.
Responsibilities:
* Accountable for ensuring all incidents/service requests are managed and resolved within agreed SLA and progress/resolution of fix is communicated in a timely manner to stakeholders
* Accountable for accurate prioritisation of incidents based on severity, ensuring all P1 incidents are quickly identified and immediately escalated to the right team (Systems Support Team/Supplier)
* Responsible for performing quality checks on the incident/service request process ie checking whether incidents/service requests are correctly categorised, have been resolved accurately and are not reopened
* Scheduling of the team's hours to ensure the desk is covered 7am - 8pm Monday Friday (9am - 5pm weekends/public holidays) as well as the out of hours rota (provision for the service desk analysts work from a club once a month)
What qualifications, skills and experience do I need?
* 5 years previous IT service desk and/or call centre experience
* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
* Experience in a multi-site business environment using technologies such as Active Directory, Citrix, SQL Server, Web Applications, SD-WAN, Azure
* ITIL certification Practitioner
* Excellent organisational skills and the ability to effectively time manage a number of different issues - with varying severity
