Our Central London based Public sector Client are seeking an experinced service desk supervisor for a 6 Month initial contract!!

This position reports to the Technical Services Manager and oversees the activities of the Service Desk. The supervisor will be organising the daily work of all Service Desk staffs and ensure that all end users / customers receive best quality of service. Furthermore, the supervisor will advise and work together with the TSM to resolve any issue that may arise and continually improve the provision of services.

Responsibilities
? The main responsibility of this role is to supervise all activities on the Service Desk.
? The Service Desk Supervisor will regularly report to the TSM on Service Desk activities.
? ICT security principles are adhered to at all time by all staff
? Report on the Service Desk performances and participate to the service improvement plan

Key Tasks

? Reports to the TSM.
? Ensure that all support engineers at all time:
o Log calls they receive accordingly to the existing procedures
o Fix incidents within agreed timescale
o Follow and understand all procedures
o Have sets of tasks assigned
o Understand and follow as and when required he escalation process in place
o Are focused on delivering the best service to all users
o Respect the shifts they are working in and arrive on time
? Organise shifts and rota as required.
? Monitor the activity on the Service Desk.
? Identify skill gaps and advise the TSM on training requirements for the staff.
? Liaise with suppliers as and when required.
? Accept complaints from users or the TSM and make sure that they are treated accordingly.
? Ensure Customers and end users receive all the relevant communication at all time.
? Communicate effectively with other managers in the Operations Team.
? Represent the Service Desk in meetings as required.
? Represent the Operations Team as a whole as required.
? Ensure that agreed processes are followed by Service Desk engineers at all time.
? Advice the TSM on changing engineers role or modifying the overall layout of the Service Desk function
? Keep the ICT workplace tidy as much as possible
? Ensure all staff follow security procedures
? Ensure that procedures for decommissioning equipments are followed
? Prepare for Service Desk Audits
? Ensure procurement of goods and services as requested by the TSM or as fit.
? Raise Purchase Orders and ensure or prompt proper delivery of the goods.
? Liaise with all suppliers as and when needed, participate to service reviews
? Manage fixed asset register, invoicing process etc.
? Liaise with Finance department as and when required

Personal Qualities
? Self-starter who has high standards and exceptional attention to detail and very Hands-on can do attitude.
? Effective co-ordination skills : able to prioritise and execute competing activities
? Good communication skills : ability to clearly communicate technical concept and information to technical and non-technical personnel both internally and externally,
? Good interpersonal skills : ability to liaise with personnel at all levels and adapt style accordingly. Ability to fit and work within a team environment.
? Self Motivated and Resilient: Demonstrates a high level of energy and enthusiasm to achieve a positive result, can overcome obstacles. Is a self-starter and driven to succeed, whilst displaying a confident approach. Works well under pressure and deadlines.
? Planning & Organisation: Applies a resourceful approach to work, using time management skills and prioritising a complex workload. Structured and methodical, yet additionally able to adapt style to maximise the achievement of a positive result.

If you are availble for a new contract and heve the relevant experience then please reply with your up to date CV for consideration, Monarch Recruitment Limited provides services as an Agency and an Employment Business. Service desk supervisor, help desk supervisor, help desk manager, government, public sector, service desk manager