service desk analyst Milton Keynes, England
Job description
We are currently looking for a Service Desk Team Leader to join our team. We are looking for individuals with a passion for providing excellent customer service with a background in a similar role. You will be passionate, professional with a can-do attitude at all times and be versatile to all types of people and challenges. The role is primarily Monday to Friday however there will be a requirement for on-call weekend work every 5 weeks.
Team Management
Provide leadership, guidance and technical support to the team
Develop analysts to enable them to maximise productivity and deliver outstanding customer service
Ensure processes, company procedures and contractual requirements are followed.
Ensure all team members understand their own and the companies expectations of the roles and deliverables of the job
Coach team members to improve performance and identify training and development needs
Through monitoring and management, ensure the team achieves and exceed relevant SLAs, OLAs and KPI’s
Identify and escalate any potential breach of service level or risk to the company
Ensure team have the correct, accurate and available information to support our customers.
Facilitate team meetings, and carry out monthly one to ones
Service Desk
Contribute to the timely resolution of customer complaints and escalations
Set high-quality standards and monitor as part of monthly QA to ensure this is met via appropriate assessment methods
Regular monitoring of queues and service dashboards taking appropriate actions where applicable
Continual review of available resources required to meet service levels ensuring to factor in SVT.
Contribution to Service Improvement Plans
Continual review of all processes and procedures
Escalation point in the escalation process provide support, input and resolutions to escalations and complaints both in and out of hours
Develop professional working relationships with all internal stakeholders and customer equivalents
Identify new opportunities for the company to win new business from clients
Qualifications and Skills
Essential
- Passionate, professional, with a ‘can-do’ attitude at all times
- Versatile to all types of people and challenges
- ITIL V3 Foundation certification
- Understanding of IT Service Management methodologies & best practice
- Experience of ITSM toolsets
- Proven track record of stakeholder management
Desirable
- Proven experience within a service desk
environment and team management
- Good knowledge of IT platforms and applications
- Resource and utilisation planning
- Understanding of the ITIL framework and knowledge of the various associated disciplines
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Schedule:
- Monday to Friday
Experience:
- IT Support: 1 year (preferred)
Work Location: Hybrid remote in Milton Keynes
