Information:
Job Vacancy Details
Service Desk Manager
Business Services
South Wales
Permanent ⁄ £30000 - £35000
Updated February 1, 2012
Key Accountabilities
1. Develop a good understanding of business strategy and future direction.
2. Maintain a good knowledge of the application and technical infrastructure.
3. Ensure regular updates to end users so they are aware of the actions being taken to resolve incidents or progress requests.
4. Proactively ensures that good working relationships are maintained between the IT Department and the end user community.
5. Ensures new equipment and software is procured, configured and deployed in accordance with agreed standards.
6. Proactively identifies areas for improvement in the way in which services are delivered.
7. Ensures all activities are carried out in line with the agreed processes and procedures used in the IT Department.
8. Works with and provides day to day coordination of third party support providers.
9. Proposes potential service improvement projects.
10. Is 1st line escalation point for any Customer complaints.
11. Ensures internal SLAs are met.
12. Establishes and maintains a knowledge base of questions, answers and guides that are relevant and useful to the service desk team.
13. Manages knowledge transfer to the Service Desk Analysts as and when required, to increase overall level of customer service and first time fix rate.
14. Ensures there is successful handover of new services/systems from other IT teams in order to improve ability to support customers.
15. Provides reporting as required.
16. Maintains day to day staffing levels of the Service Desk, through shift allocation and escalation where required.
17. Proactively manages the service operation, raise any issues to IT management as necessary.
18. Establishes an environment rewarding to individual and team success, and fostering job satisfaction.
19. Provides guidance, assistance and supervision to team members.
Who we're looking for
Experience & Knowledge
1. IT Service Desk management experience.
2. Detailed knowledge of the service delivery model and processes.
3. Good IT background.
4. Excellent communication skills (verbal and written).
5. Proven experience of building relationships with challenging / difficult customers.
6. Good listening skills to seek feedback from customers.
7. Proven ability to investigate and troubleshoot problems.
8. Management / Leadership experience<BR>Qualifications.
Relevant work experience<BR>ITIL Certification
About our client
Nationwide provider of Business Services.
What's on offer
£30,000-35,000
Michael Page Contact
For further info, apply or phone on 011 7927 1619.
Job Ref: 13215517
Your application will be sent to Timothy Clark.
Job Search
Featured Clients
Product Manager
Basingstoke.
Permanent
General Manager
Hereford.
Permanent
Group Controller
The Netherlands - Apeldoorn.
Permanent
Demand Planner
Kensington.
Permanent
