Duty Manager - Customer Service Helpdesk / Incident Management

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Duty Manager - Customer Service Helpdesk / Incident Management

We are actively looking to secure a Duty Manager to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

The Role

You will work on the customer service helpdesk proactively monitoring the incident queue for all tickets created automatically (through the monitoring/ticketing systems) or reactively (via telephone, email and online tickets) to ensure that incidents are assigned to the agents with the correct skill set. You will also ensure resolution within customer agreed target times or in accordance to their criticality, importance, priority, and severity.

You may be assigned to work on the 3 following functions as required:

1 Jeopardy Management

2 Incident Management

3 Shift Leader

Jeopardy Management Function

* Act as Incident Manager on Crises incidents

* Answer phone calls escalations from customers / account team based on ticket Severity/SLA

* Evaluate Customer Business Impact

* Work with the agents to make real progress toward resolution with these tickets

* Once on Duty is escalated should keep the customer informed until the incident is totally resolved

Main Duties for Incident Management

* Progress review - Ensure tickets are being resolved/worked accordingly

* Reduce Workload through faster processing and cleaner queues

* Monitor all ticket queues and route/assign incidents to specific teams (Monitor, Resolving, 3rd Level, etc.) to ensure the most efficient and effective resolution result to meet the client´s needs and contract, in accordance to the available resources

* Regularly check the running tickets and help the agents to prioritise

* Keep process and customer documentation updated and organised

* Do regular ticket analysis - check the resolution, the process compliance and the communication quality

Shift Leader

* Help Team Managers by being the eyes of the operation

* Coach the agents based on the analysis

* Give input to the development plan of the agents

* Resolve or escalate problems and service requests according to established procedures

* Actively cooperate with service improvement plans

Interested candidates should submit their CV in the first instance. For more information, please contact Gemma Grayson via