service desk analyst Birmingham, England
Job description
Are you a natural leader with a passion for delivering exceptional IT support services? Do you thrive in a fast-paced environment and possess the ability to motivate a team to achieve outstanding results? If so, we have an exciting opportunity for you!
Our company, a leading professional services environment is seeking a talented and experienced Service Desk Supervisor to join our dynamic team. As the Service Desk Supervisor, you will play a crucial role in overseeing the operations of our service desk, ensuring the highest level of customer service and technical support is provided to our clients.
Key Responsibilities:
- Lead and manage a team of service desk technicians, providing guidance, support, and fostering a positive and collaborative work environment.
- Supervise and monitor service desk operations to ensure efficient handling of IT incidents, service requests, and inquiries within agreed service level agreements (SLAs).
- Serve as an escalation point for complex technical issues, ensuring timely resolution and customer satisfaction.
- Conduct regular performance evaluations, identify training needs, and provide coaching and mentoring to team members.
- Collaborate with other IT teams and stakeholders to enhance service desk processes, systems, and knowledge base, driving continuous improvement.
- Develop and maintain service desk metrics, reports, and dashboards to track performance and identify areas for improvement.
- Stay up-to-date with industry trends, emerging technologies, and best practices to enhance the service desk's capabilities.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in a supervisory role within an IT service desk environment.
- Strong technical knowledge across a broad range of IT systems, software, and hardware.
- Excellent leadership and people management skills, with the ability to inspire and motivate a team.
- Exceptional customer service orientation and the ability to effectively communicate technical concepts to non-technical individuals.
- Solid understanding of IT service management (ITSM) principles, ITIL certification is a plus.
- Experience with service desk ticketing systems and reporting tools.
- Analytical mindset with a focus on process improvement and efficiency.
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously.
Requirements:
- Bachelor’s degree in a related field (e.g. Computer Science, Computer Engineering, or Information Systems)
- 3+ years of experience in a customer support role
- 3+ years of experience in a technical support role
- Knowledge of Microsoft Windows and Office 365 applications
- Knowledge of Microsoft Dynamics 365 and Dynamics CRM Online
- Knowledge of Windows Server and Microsoft Azure environments
- Ability to communicate effectively with customers and other team members both verbally and in writing
- Ability to prioritize tasks and meet deadlines in a fast-paced environment with high stress levels
- Strong attention to detail and organizational skills
- Ability to work under pressure with minimal supervision at all times while meeting deadlines in a fast-paced environment
Job Type: Full-time
Salary: £30,000.00-£45,000.00 per year
Benefits:
- Company events
- Company pension
- Gym membership
- On-site parking
Ability to commute/relocate:
- Birmingham, West Midlands: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
Application deadline: 03/07/2023
Reference ID: kh/sdl/bir
