service desk analyst Wigan, England
Job description
IT Service Desk Team Leader
To be considered to be a customer champion between customers and the service desk.
This individual will/can represent customers and their experience in discussions within the company. They’re a customer service winner, who is focused on putting the customer’s needs first and is vested in improving the customer experience at every phase while also having a strong team IT technical team leader back ground.
Working with the Service Desk Manager supporting IT 1st line support team, guiding engineers in resolution of customer tickets.
To contribute to delivering effective IT services to all customers While maintaining the operation of both GB3 and it’s customers computer systems to an agreed level.
This individual will provide primarily office based and also remote support, ensuring the business is supported to achieve its targets.
You will be responsible for both reactive and proactive support activities. There may also be a requirement to contribute to GB3 customer set up projects.
Produce regular team & Customer reports to drive improvements with both the 1st line team and individual members when it comes to overall service and the customer experience
is a creative problem solver. Creative problem solving involves more than just brainstorming; it’s a distinct process that helps you with identifying the problem up to the implementation of solutions.
Assist in the implementation of all IT policies and procedures on the service desk.
Produce regular incident and team reports to drive improvements with both the 1st line team and individual members.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Store discount
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
Social distancing and PPE provided
Experience:
- Information Technology: 2 years (required)
- Customer service \ Relationship Management: 1 year (preferred)
- IT Team leader: 1 year (required)
Licence/Certification:
- ITIL Certification (required)
- Driving Licence (required)
Work Location: In person
Reference ID: RR01\CSE
